Sharing tickets

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22 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.
    Zendesk Customer Care

    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 Stedile

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

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  • Dave Dyson

    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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  • Jahn 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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  • Jahn 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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  • Jahn 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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  • Jahn 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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  • Deborah

    Hi @... 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?

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  • Dion
    Zendesk Customer Care
    Hey Deborah,

    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.
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  • Kyle Davis

    Hi,

    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?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Kyle,
     
    When tickets are shared between Support accounts, user fields and organization fields are not shared with the ticket. Here's more info on how ticket sharing works: Understanding how ticket sharing works
     
    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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  • Aldo Ercolani

    Hello there,

    we have a trigger that automatically set Closed on the shared ticket (receiving side) after 5 days it's been resolved.

    Then, a new comment on the ticket (sender side) does not update anymore the ticket on the receiving side.

    We thought a follow-up shared ticket was to be automatically created on the receiving side, but that doesn't seem the case.

    How can the receiving side be notified that a new comment has been made on the shared ticket?

    Thanks

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  • Dane
    Zendesk Engineering
    Hi Aldo,

    This will not be possible as Closed tickets can no longer be updated. The best option here is to not close the ticket unless resolution is certain.

    If you feel this isn’t sufficient feel free to provide feedback in the Community page.
    This is 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.
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  • Mahmoud

    Hello,

    I have a ticket sharing policy in place to facilitate escalations between two distinct teams, each with their own instances. The current process involves marking a ticket as solved in our main instance, which then appears as open in the other instance. While we have implemented a workaround trigger that achieves this transition, it's evident that there's room for improvement.

    Our current workaround works about 8 out of 10 times. Which is not the optimal way to do so. Is there anyway to do this in a better way, like an option to create a sub-ticket with new or open status after solving the one that needs to be shared? This is to keep both SLA's in good condition. 

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  • bill cicchetti

    My understanding, based on feedback from Zendesk, is when you share a ticket with another instance the ticket in the receiving instance is created using whatever the default ticket form is for that instance.   Is is possible to change the ticket form in the receiving instance after the ticket have been created in the receiving instance?  I know custom fields may be an issue if forms are changed but if system fields are the only fields of importance could that be done?

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  • Paolo
    Zendesk Engineering
    Hi Bill,
     
    Yes, the ticket form can be changed in the receiving instance of a shared ticket. However, as you've mentioned, custom ticket fields will be out of sync.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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