Sharing tickets with other Support accounts

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43 Comments

  • Priscila Santos

    Hey people,

     

    If I select the option "Yes, sync custom fields between me and the receiver", Zendesk will be able to sync the custom ticket status that I have created in region account and the other account from other region?

     

     

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  • ADMIN

    When ticket sharing, is the initial conversation with the ticket requester shared too? Is there a way to not? 

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  • Elena

    Hi,

    in the article you say " CC recipients are not carried over from the original ticket to the shared ticket."; however, how does it work the other way around?

    We have two instances, and one of our agents replies to shared tickets, but they must always CC at least another senior colleague in their reply (senior colleagues are not ZD users): when they are CC'd in the public reply and the shared ticket is submitted, seniors do not receive the reply in their inbox.

    Should we create a specific trigger for these replies, and how should we do that?
    Should we create it for both instances or just for the one that shares the original tickets?

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  • Sandro Olivieri

    Hi,

    if a ticket automatically set Closed on the shared ticket (receiving side), when a new comment is added on the ticket (sender side), the ticket on the receiving side isn't updated because closed.

    We thought a follow-up shared ticket was to be automatically created on the receiving side, but that doesn't seem the case.

    How can the receiving side be notified that a new comment has been made on the shared ticket?

    Thanks

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  • Ronny Edvardsen

    We use ticket sharing with other Zendesk Support accounts and have had great success with that. However when tickets are unshared, and not resolved, the receiving account (we) are left with open tickets that require manual action to set them as resolved.

    I'm trying to figure out how I can set up an automation that detects unshared tickets and resolve them after 24H without any manual action. Anyone know if that is possible to achieve?

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Ronny,

    Zendesk only tracks tickets that are shared and not unshared tickets. 
     
    A workaround could be, to advise the account who shares the ticket to add a tag to that ticket. That way, we can determine and filter this type of ticket and set up an Automation around that Tag. 
    Here you can find more details on Working with ticket tags.
     
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  • Daniel Elizalde
    User Group Leader

    Hi all,

    I want to remove the Share ticket field from agents, and the Ticket Field manager app does not seem to do this. I want tickets to be shared with other instances based on a trigger and not on an action performed by an agent.

    Any ideas or workarounds?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Daniel,
     
    We have tried this on our end, and the Ticket Field Manager app was able to hide the share ticket field from our Zendesk account. To do this, enter sharedWith as the value under the hidden form fields section and click update.

    For reference, please see screenshots below:

    Here, you can see the sharing drop field is still visible to agents.


    Enter sharedWith as the value under the hidden form fields
     

    Then click Update.
     

    Kindly refresh or clear your browser cache and cookies to see the changes on the ticket. I hope that helps!
     
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  • Daniel Elizalde
    User Group Leader

    Hi Gabriel, this solved it. As always cookies and cache get in the way :D

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  • Moaz Abdelaziz

    Please help send the ticket to customer service and return to the list of tickets automatically without me pressing the back button

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  • Joyce
    Zendesk Customer Care
    Hello Moaz,
     
    If you prefer to open the current view after you submit a ticket, you can change the Stay on ticket option next to the Submit as button to Closed tab.

     
    You can also visit this article for more information: Working with tickets
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  • Stacy Win

    What exactly does this mean? 

    • Sending email to another Support instance is not supported when a ticket sharing agreement is in place. Automatic email notifications from a shared Support instance are suppressed. If an agent action generates an email notification, the email is also suppressed.

     

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  • Destiny
    Zendesk Customer Care
    Hello Stacy,
     
    This statement is describing functionality within Zendesk Support, in which different support instances (e.g., separate support organizations or departments within a larger entity) can create 'ticket sharing agreements'. This feature allows for seamless collaboration on ticket resolution without the customer noticing transitions between different support instances.
     
    Let me break down the different elements:
     
    • "Sending email to another Support instance is not supported when a ticket sharing agreement is in place." This means that if there is an existing ticket sharing agreement (i.e., an agreement to jointly manage and resolve customer tickets) between two or more Support instances, they cannot directly email each other within the Support environment about those shared tickets. Communication related to the ticket should be handled within the ticket itself.
     
    • "Automatic email notifications from a shared Support instance are suppressed." If a ticket is being handled by multiple Support instances under a ticket sharing agreement, automated emails that would usually be sent out during the handling of the ticket (e.g., status updates, resolution notifications) are suppressed, or stopped, to avoid redundant or confusing communication. This also avoids spam and mail loops. 
     
    • "If an agent action generates an email notification, the email is also suppressed." This means that any action an agent takes on the shared ticket that typically leads to an email notification being sent out (like changing the status of the ticket or adding a comment) will not generate an email when a ticket sharing agreement is in place.
     
    In summary, when different Support instances have an agreement to share tickets, they can't email each other about those tickets, and automatic email notifications related to those tickets' progress or resolution are suppressed. The aim is to prevent unnecessary or confusing communication and maintain a clear, consolidated communication stream within the ticket itself. Hope this helps. 
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