Sharing tickets with other Support accounts

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  • 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?




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

  • Elena


    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?

  • Sandro Olivieri Admin


    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?


  • 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?

  • 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.
  • 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?

  • 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!
  • Daniel Elizalde
    User Group Leader

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

  • Moaz Abdelaziz

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

  • 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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