Sharing tickets with other Support accounts

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21 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.

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  • 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!

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  • 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?

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  • 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

     

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  • 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!

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  • 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.

     

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  • 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?

     

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  • 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.

     

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  • François 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. 

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  • 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.

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  • Bri Fitzgerald
    Zendesk Customer Care
    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.
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  • Effortless Office BPO

    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

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  • Mark Schäfermann

    Hey Effortless Office BPO,

    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.

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  • Effortless Office BPO

    In the instructions above, it states:

    "It's important to note that shared tickets do not pass on user information – that is, customer information such as email address or phone number are not stored. Tickets are never linked to matching users in the receiving accounts, unless an agent of the receiving account manually adjusts the requester of the shared ticket when the user is created in the receiving account. This adjustment is not recommended as it can cause issues with the sharing agreement. When a ticket is unshared, the receiving account cannot communicate with the requester unless the user profile is updated with a profile that includes an email address."

    We are using ticket sharing to enable agent access for one of our clients, so the expectation is that the same pool of 100 users will submit tickets to the main instance and be shared to the secondary instance. It appears that subsequent tickets will map to the same requester, but it is not possible to map that user to an organization in the second instance.  

    Is there no way to clean this up so that every ticket in the secondary instance doesn't have the [Organization (create)] button next to the ticket user header?

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  • Alina

    Hey Leif,

    Since this is a rather specific question, I would like to create a ticket on your behalf, so we can explore this a little more in depth. Please keep an eye out for the ticket and speak soon!

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  • Marissa Morley

    When disconnecting a sharing agreement, I see that tickets will no longer be synced, but will we lose access to tickets that were previously shared? 

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  • Beto
    Zendesk Customer Care

    Hello Marissa, thank you for your question! 

    As stated on the deactivating a sharing agreement section"Deactivating an agreement means that no new tickets can be shared and that tickets that have already been shared will no longer be synced."

    This means that you will still have access to tickets that were shared previously, but any changes made on those tickets will not be reflected on the other Zendesk account that was previously part of the agreement. The tickets will be independent on each account from the moment the sharing agreement is deactivated.

    I hope that was helpful!

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  • Jacob Kjeldahl

    Hi,

    In the last item in the section "Understanding how ticket sharing works" there is a link to a support article "Can I rename an account where a ticket sharing agreement is setup." which is unfortunately broken (404).

    Is that article available somewhere else? 

    I have a multi-brand setup where I have to change the main brand to a new and I would like to know whether that means I have to reestablish the sharing agreements. I guess I have to as would also like to change the name of the account.

    Another question if I have to reestablish a sharing agreement the old tickets will no longer be sync'ed, but will they still be associated with the original sharing agreement on the receiving end?

    /Jacob

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  • Nur Shikin

    Has there been any update on how Status sharing works? or how it appears in ticket properties? glad if someone can share any tips or video on this

     

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  • Marion Evrard

    Hello! 

    I understand from the article that it is not possible to sync system fields. However, this is something that we very much need, especially regarding the priority. Does anyone know a workaround for this? 

    Thank you!

    Marion

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  • Dane
    Zendesk Engineering
    Hi Nur,
     
    Based on Understanding how ticket sharing works, 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.
     
    @Marion,
     
    The only method that I can think of is by creating a script that will call out the List Ticket API and parse the returned data to get the specific fields you need. Afterwards, the same script will use the Ticket update API to the other account to sync it. Unfortunately, this method is not supported by Zendesk and needs to be coordinated with your developers.
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