Sharing tickets with other Support accounts

Return to top

13 Comments

  • Arlene

    I'm trying to find a way to create new tickets that can then be shared with a shared with another Zendesk Support domain within our company.  All the assistance I've been reading has to do with sharing established tickets that came from an end-user.   Ex:  If our visitor support team needs to send a ticket to our IT Zendesk team by creating a new ticket, how would this be addressed?  All our testing hasn't proven successful.   We can't use our own email (support@) as the requester, but the information doesn't need to be shared with any end user.

    I hope this was a clear question.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi Ariene,

    You can accomplish this by creating a new ticket (e.g., by clicking +Add in the agent interface) and add yourself (or one of your agents) as the ticket requester (so, it will be using their email address, not the email address of your Zendesk instance), select the instance you want to share the ticket with under Sharing, add a Subject and Description, set any other fields you need to, and click the Submit button. That will create the ticket and share it with the other instance. Hope that helps!

    0
  • Joanna Walkowiak

    Hi!

    1) Regarding SLA, how we can set First Reply SLA for tickets shared if we set Ticket Sharing permissions as Make private comments only?

    First Reply Time is time between the first customer comment and the first PUBLIC comment from an agent. As we do not allow public. We want to have option Make PRIVATE comments only. Thus, will first reply SLA work?

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Joanna

    As of the moment, a public agent comment is required for the FRT to run. We understand your need for this functionality, so I am marking your comment as Product Feedback. We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality

     

    0
  • Joanna Walkowiak

    Hi Cheeny,

    Thanks! However, I saw this article 

    https://support.zendesk.com/hc/en-us/articles/205367047-Insights-Reports-Duration-between-two-or-more-ticket-events-in-minutes

    Do you think it could help us to measure FRT when we turn on ticket sharing only with private comments option?


    Thanks!

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Joanna,

    Unfortunately, Insights has now been removed for most customers. If you used Insights before, you'll now need to move to Explore, the latest generation of reporting for Zendesk products.

     

    0
  • Joanna Walkowiak

    Hi Cheeny, Yes, sure I know that Insight is not used any more. Thank you.

    But the question is if it is possible to do in Explore? if yes, how?

     

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Joanna,

    That is not yet possible.If there is no public comment, no FRT will be logged on the system. Thus, we will not be able to create an Explore report.

     

    0
  • Francois Spinnael

    I'm trying to understand why we are able to sync "CUSTOMER Fields" but not Zendesk default fields...

    Why can't we sync PRIORITY & TYPE ?

    Or do I missed an episode and this is possible ? 

     

    Currently to share the information it is kinda crazy, we need to create a target url, trigger to recognize the text & triggerr to update the case. 

    0
  • Mark Schäfermann

    Has there been an update to how Status sharing works?

    Before when I set a Ticket to On-Hold it stayed On-Hold unless the receiving instance chose a status different than Open. Now the Ticket changes to Open when the Ticket is saved in the receiving instance (no status change).

    This is very inconvenient as it messes with our process. Also I can't imagine any reason why this should be the intended behaviour.

    0
  • Bri Fitzgerald
    Hey Mark! I'm hesitant to use the word "bug", but the behavior you're describing certainly sounds odd. I'd love to take a closer look. I'll be creating a ticket, and we can continue our conversation there.
    0
  • Leif Cederblom

    Hi Mark Schäfermann,

    In the 'Understanding how ticket sharing works' section above, this behavior is described: "All ticket statuses can match, except for On-hold. When a ticket is changed to On-hold in one account, it will be submitted as Open in the other."

    Does that explain the behavior you are seeing?

    Cheers,

    Leif

    0
  • Mark Schäfermann

    Hey Leif Cederblom,

    yes, from a technical point of view this description might be understood that on-hold is the only status that is not actively synced. However, I still don't see the use case why you would implement it that way. Why the difference in behaviour, if any agent action on the Ticket triggers the status sync, overwriting the on-hold status.
    Ticket is on-hold, agent in receiving account assigns the Ticket to himself, Ticket is now Open in sending account. I just don't see the sense in it.

    I more or less assumed that the sending Ticket would stay On-Hold as long as the receiving Ticket would stay open. But that is clearly not the case.

    I've built a workaround setting the Ticket back to On-Hold as long as the Status remains Open in the receiving account. Only problem is that it screws with our reports as it now looks like the Ticket has been send back and forth way more often.

    Cheers

    Mark

    P.S.: I was wrong in my post before. This has always been the behaviour. I must have overlooked it when testing the sharing feature.

    0

Please sign in to leave a comment.

Powered by Zendesk