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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.
Condition | Description |
---|---|
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.
Action | Description |
---|---|
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.
4 comments
Joanna Walkowiak
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!
0
Kuldeep Patidar
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
0
Joanna Walkowiak
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!
0
Kuldeep Patidar
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.
0