Sharing tickets

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13 Comments

  • Bill Cicchetti

    How is the  ticket form selected on the recipient ticket generation?  I created a ticket in my Prod environment with one ticket form but the form used in the recipient ticket was different.  Does  it simply use whatever your default ticket form is?  If so how can I make sure the ticket gets assigned to the correct form (forms are dept specific)

     

    Example: We have multiple support departments in one ZD instance who need to work with one internal IT group that uses a different instance of ZD. We want for each department to be able to open a ticket in their own instance and share it with internal IT to track the progress and time taken for their request.  We want for the ticket to be assigned to specific forms when sharing tickets

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  • Wilfred Kaw

    Hello @Bill Cicchetti,

    The recipient's ticket form will be whichever form they have selected as their current default. If you're wanting the recipient to have access to the exact same form layout and custom fields that you have, they will also need to create these accordingly to sync over what you have within the ticket you are sharing. Note: There are options you must select if you're wanting to sync over tags and custom fields, this is not automatically set.

    Zendesk Support | Wilfred Kaw | Customer Advocate - Technical Support Engineer - APAC

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  • Brandon Tahquette

    Is there a way to track/report on the cases that have been shared and have yet to be resolved?

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  • DJ Buenavista Jr.

    Hi Brandon,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, you can actually create a custom ticket view to get a specific list or view of all the tickets that have been shared.

    From the Support page, go to Admin under Manage, select Views. Click on Add View, and from here you need to have the following conditions selected.
    Ticket: Channel is Ticket Sharing, and Ticket Status less than Solved.

    You can also check this article: https://support.zendesk.com/hc/en-us/articles/203661466-Sharing-tickets-with-other-Support-accounts#topic_ktu_ttz_kc for more information about this.

    Please don't hesitate to reach back if you have any other questions or concerns. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

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  • Jeferson Eteg

    Hello! Is there a way to don't show the "Share ticket with" selection field for some groups?

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  • Dave Dyson
    Zendesk Community Manager

    Hi Jeferson, there isn't currently a way to do this, but there is an active thread in our product feedback topics. Would you mind adding your use case as a comment and upvoting this thread? Ability to restrict/hide "share" zendesk ticket field to certain groups

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  • Jerenz Bronilla

    Hello Dave Dyson - I am looking in the events and can't seem to find the date when was the ticket has been unshared. This is very important when investigating ticket specially those who have sensitive information.

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jahn Jerenz

    If the partner un-shared the ticket, then the sharing field will be blank but there will be no un-share event on the receiving side.

     

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  • Jerenz Bronilla

    Hi Cheeny Aban, why is that? is that suppose to be in the event given it's technically one of the "events" happened in the the ticket? 

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jahn Jerenz,

    As previously stated by Becca, "However, as it turns out, in Zendesk, for the account that does not do the ticket unsharing, there is no event mark, even in the ticket audit endpoint for the API, that shows when the ticket was unshared."

    We totally understand your need for this functionality so I'll mark this as Product Feedback to make sure that this will reach our Product Managers. We value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Jerenz Bronilla

    Hi Cheeny Aban,

    That's the concern actually as even if the unsharing happened on that account where it was unshared still we can't see the event like the sample from Becca.
    I totally understand how the ticket sharing works but that is our main concern wherein why it's not reflecting to the account where it was unshared? 

    Hope you can shed a light on this.

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  • Cheeny Aban
    Zendesk Customer Care

    Hi Jahn Jerenz,

    Unfortunately, the event cannot be captured on the receiving side if the unsharing was made by the sharing partner. That is because it did not happen on the said ticket.

    If you are the one who unshared the ticket, you should see it under the ticket events. I can see that a ticket is already created regarding this incident. Don't worry! our Support will definitely help you regarding this.  

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  • Jerenz Bronilla

    Hi Cheeny Aban,

    Unsharing of ticket is always being made on the receiving side by the receiving side of the ticket so I cannot understand why it's not reflecting on their end given that the action was from their end? 

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