If you have enabled ticket sharing, you can share tickets with other Zendesk Support accounts. This allows you to collaborate with other support teams to solve your customer's support requests. For example, imagine that you sell a product that is produced by a different company. If you both use Zendesk Support, you can share a ticket to that other company who can then help to resolve the support issue.
For a detailed explanation of how ticket sharing works, see Sharing tickets with other Zendesk accounts. Setting up ticket sharing is done by an administrator. As an agent you can share tickets with other accounts.
- Open the ticket that you want to share.
- In the ticket properties panel, click Share ticket with and then make a selection
from the list.
- Update the ticket by clicking Submit.
When the ticket has been shared, it is indicated in the ticket below the ticket title as shown here:
Outbound indicates that you shared the ticket to another account. If the ticket had been share to your account, it would be marked as an inbound ticket.
Depending on the permissions defined in the sharing agreement, the ticket status and comments may remain synced. The ticket's events and notifications indicate when a ticket update occurred due to ticket sharing.
You can unshare a ticket that you've shared. Doing so means that the previously shared ticket will become an 'orphan' in the receiver's account. In other words, unsharing doesn't automatically remove the ticket from the receiver's account. Rather, the receiving account needs to manage the orphaned ticket out of their queue using their own business rules.
To unshare a ticket
- Open the ticket that you want to unshare.
- In the ticket properties panel, click Share ticket with and then select
- Update the ticket by clicking Submit.
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
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.
| Wilfred Kaw | Customer Advocate - Technical Support Engineer - APAC
Is there a way to track/report on the cases that have been shared and have yet to be resolved?
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!
DJ Buenavista Jr. |
Customer Advocacy Specialist | Support@Zendesk.com
Hello! Is there a way to don't show the "Share ticket with" selection field for some groups?
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
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.
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.
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?
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.
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.
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.
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?
Hi Cheeny Aban is there another workaround to know when the ticket was unshared by the sharing partner?
To give you a concrete example, I want to create a trigger to automatically solve a ticket once it has been unshared by the sharing partner. However, I cannot find any condition that captures this action. The condition "updated via ticket sharing" only applies to when the ticket was actually shared, but not to when the ticket was unshared. What other way is there?
I have read your comment and looks like you would like to create a trigger to close a ticket if it is unshared. Based on our article Trigger conditions and actions reference, unfortunately, we do not have a trigger condition that could supply your need. This is also the same with our automation: Automation conditions and actions reference.
When a ticket is shared, the user does not have an "Organization" assigned to them.
We have set up a share with just one company and all their users will be from the same company. Is there a way to do a trigger or automation that when any ticket that is "shared" from the other company that it automatically assigned the "Organization" to the user?
Also related to the fact you cannot edit the user's fields, end-user details are read-only on the other side of the shared ticket as it's technically a dummy user. So I'm afraid this is a limitation of the ticket sharing functionality.
In that case, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Thank you!
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