Admins can create sharing agreements between Zendesk accounts, and agents can manually or automatically share tickets to another Zendesk account.
This article contains the following topics:
Conditions and actions for shared tickets
You can use the following conditions in triggers, automations, and views. These conditions might vary depending on your sharing agreements.
|Ticket sharing: Received from <Zendesk subdomain>||Processes rules on tickets received from the selected subdomain (automations, triggers, and views)|
|Ticket sharing: Sent to <Zendesk subdomain>||Processes rules on tickets sent to the selected subdomain (automations, triggers, and views)|
|Ticket Channel > Is > Ticket sharing||Processes rules only on shared tickets (automations, triggers, and views)|
|Update via > Is > Ticket sharing||Processes rules only on tickets that have been updated through a sharing agreement (triggers only)|
On Enterprise plans you can use the following ticket sharing action for automations and triggers.
|Share ticket with <Zendesk subdomain>||Shares the ticket with the selected Zendesk subdomain (automations and triggers)|
Example 1: Using the share ticket action
In this example, the trigger uses the Share ticket with action (available in Support Enterprise) and fires whenever a ticket contains the tag image_sensor. When the tag is included, the trigger shares the ticket with Kongen Image Sensors.
Example 2: Using the received from condition
In this example, the trigger adds the from_kongen tag to all tickets shared from Kongen. It's good practice to add a tag to help you identify tickets in your account that have been shared from another account.
Example 3: Creating a view
You can use the tag information you've added to create views. This example shows a view of all tickets that were received from Kongen using the tag that was added in example 2.