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Sharing tickets with other Support accounts



Edited Jul 09, 2024


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52 comments

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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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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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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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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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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Bry 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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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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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.

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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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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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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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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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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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We are trying to measure FRT for tickets that we receive via ticket sharing.

This means that we need to measure the time from the moment the ticket is shared until the first internal note from one of our agents (and not first internal note from the sending account agents or the first public reply). Is it possible to create this kind of query in Explore?

Thank you!

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Rafael Santos

User Group Leader

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Hi Carmel,

In regards to tracking between shared time and FRT.
I think you could:
  • Create a trigger that has condition of: "Channel is Ticket Sharing" which adds a tag (shared_ticket or what ever you wish to call it)
  • Then set your FRT SLA to have a condition of "Contains tag shared_ticket" to run.
  • You can then just use your SLA report in Explore.
 
You might need to have two FRT SLAs, one for shared and one for non-shared tickets.
Specifying the tag "shared_ticket" during reporting should help you see the difference between tickets, shared vs not shared.
 
If you have more detailed questions start a support ticket with us so we can provide more help.
 
 

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Today we found out that Requester Changes are not synced to the Receiving Account. The original Requester remains.

Example:

Customer A opens a Ticket which is send to another Account. Requester is changed to Customer B. The receiving Accont still shows Customer A as Requester ans sends Public Replies to him.

Is this behaviour intended? Are there workarounds?

 

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Hi Team,
Just wondering how the satisfaction survey works for Shared tickets. Has anyone tested that?

Thanks!

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