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Using business rules to share tickets



Edited Jun 21, 2024


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Hi,

We would like to share tickets with another Zendesk account. The question is how we could assign the tickets to the corresponding queue if we do not want to use tags synchronization?

I thought about creating new triggers on a basis of subject, for example: subject includes xxx / ticket is assigned to Group X but there is a risk that an agent will send a ticket without correct subject.

Is there any other option, more automatic?


Thanks!

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Hi @...,

I think you can go with a syncing custom field with another support account option and use a condition in Trigger to add a tag based on the value from that field (ex: Customer Type)

I hope this helps!

Best,

Kuldeep

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Thank you Kuldeep!

Could you please confirm that only custom fields that exist in both account will be syncronized?

No other custom fields will be syncronized?

Thanks!

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Yes, that's right. It will only synchronize specific custom fields that exist in both the accounts.

However, you need to define an additional action condition in the trigger to assign the same ticket form you have in the source instance, otherwise "Default Ticket Form" will be automatically selected.

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