Ticket Sharing Improvements

12 Comments

  • Max McCal
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    Hey, Kyle - 

    We've been collecting feedback on Ticket Sharing for a while with the hope of eventually making some improvements. This is helpful. 

    Your suggestion about sharing standard ticket fields is one I've heard before, and definitely in our list of fixes to explore. The rest of this is new to me, and I think might highlight that you're using Ticket Sharing a bit differently than most. Traditionally two Zendesk Support accounts sharing tickets don't have the same agents, or even know who one another's agents are. Could you give me some background on how you're set up?

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  • Kyle Anderson
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    In my scenario, the two instances do have a different set of agents.

    Imagine a small business that has some internal IT resources but they also retain the services of a 3rd party IT vendor for extra capacity.

    A ticket will come into our Zendesk instance.  We'll perform some initial triage and make a determination if we will handle this ourselves or want to delegate it out to the 3rd party IT provider.

    If we decide to delegate, then these are a few possibilities:

    1. Assign Ticket to another Zendesk instance

    - This means that a ticket only has a single assignee so everyone is on the same page about who is supposed to be working on this ticket.

    - If we leave the Group or Agent assignment to the other Zendesk account, it should still reflect that in the assignment field whenever they eventually assign it themselves.  As the creator of a shared ticket I should have that level of insight.  The name of the Group or Agent from the other Zendesk account that is assigned.

    2. Assign Ticket to a Group within another Zendesk instance

    - In some cases, a 3rd party IT vendor is small enough that both parties know all of the groups and agents involved.  Directly assigning the ticket to a Group or Agent from another Zendesk account would be a welcome improvement.  This extra level of collaboration between Zendesk accounts, could be an option when Ticket Sharing is enabled.

    3. Assign Ticket to an Agent within another Zendesk instance.

    - Same as #2

     

    Finally, communicating on a shared ticket needs improvement.  When I delegate a ticket to another Zendesk account, I'm essentially asking them to perform the work.  I don't need to be notified for every reply or internal note.  However, when an agent from another account needs to touch base with me or vice versa, we should be able to @reply each other within the ticket.  Having the ability to @reply agents on a shared ticket could also be an option when setting up Ticket Sharing.

    Let me know if you'd like any further clarification.

    Thanks,

    Kyle

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  • Max McCal
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    Thanks, Kyle - 

    This is all very useful. We're not ready to make any moves in this area yet, but we know it's something we need to spend some time on in the future.

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  • Dan Cooper
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    We have a similar use case but we have several instances in use by internal teams. Most of our sharing is just a hand off to the other team. We share, notify, unshare, and solve. The lack of syncing options makes it difficult to actually use in practice since we don't want to share fields or tags between our groups. We'd love the option to pass the ticket over with the contact information of the requester. Ghost accounts appear to be linked to the user, but if a ticket is unshared then notifications go to no one and the customer isn't serviced. We have macros to tell the other Zendesk what email to use, but that's not ideal.

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  • Andrew J
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    We've just set this up, and the default arrangement was a bit painful.

    I had to create a group with no agents in it on our helpdesk to get these tickets out of their dashboard and group views.

    Then we shared about 40 tickets, and a few tickets theother team decided they could not deal with and wanted to pass back - that was really difficult.  They had to ask us to unshare, then the ticket was still in both systems. They then had to close theirs... was a bit illogical.

    Need a send back option with a logical message in the tickets affected.  And need to be able to action based on the unshare to move back into the group views.

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  • Dan Cooper
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    We haven't gotten in a place where we are sending shared tickets back, but we implemented Macros to let the other team know what to do.  Our challenge has been with ghost accounts being created and once a ticket is unshared, it also loses the contact information that was tied to the ticket so notifications go into a black hole unless the requester is updated.  Our macro effectively adad a description that says "Hey requester!  This is something another team handles.  We are forwarding your ticket over to them so you don't have to resubmit.  We are marking your initial ticket as solved, but your request will live on with the other team. Hey other team!  This person, with this email address, needs something from you.  Can you help them out?"  It also sets the correct ticket share group. 

    What we don't do is set the status.  We need to submit as open first so the comments send, then we unshared, and then solve.  It's a little bit of a pain but with status syncing if we do it out of order it solves it in the other teams Zendesk and we just told the customer they'd be helped but set that ticket up for failure.

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  • Catherine Michalak
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    Hi there,

    Are there any updates on this, plans on improving ticket sharing functionality?

     

    Our use case is:

    - we have several instances within the company that provide support to employees on different topic areas (HR, IT, Finance, etc.)

    - we would like to use ticket sharing to pass over tickets where there's a linked action for two or more teams (e.g. shared request between HR and IT)

    - ideally the shared ticket recognises the requester in the new instance instead of creating a duplicate user which causes a lot of confusion for agents and end users

     

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  • Shane Phelan
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    Hi,

    Is there any update on this? Are there any plans to add to the feature set for ticket sharing?

    The ability to sync, ticket numbers between instances would be very helpful or record both ticket numbers in the ticket information.

    The ability to see what support group int he other instance has been assigned the ticket is also important.

    This is also a requirement for us:

    "1.  Assignee field should be shared between Zendesk accounts.  Currently shared tickets have different assignee's which leads to confusion and discrepancies." 

    Thanks,

    Shane.

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  • Nicole - Community Manager
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    No updates at this time. We're continuing to collect votes and use-cases.

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  • Efrat Barak Zadok
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    We use ticket sharing with Youtrack. 

    There are numerous improvements we would need such as certain fields to be sent in a certain editable format

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  • Jon Thorne
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    Adding another +1 here. The most important thing to us is as Dan Cooper mentions above:

    "We'd love the option to pass the ticket over with the contact information of the requester. Ghost accounts appear to be linked to the user, but if a ticket is unshared then notifications go to no one and the customer isn't serviced."

    Thanks,

    Jon

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  • Catherine Michalak
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    The biggest blocker for us is that our customer base is the same and when sharing tickets between instances we expect the requester to be recognised between instances instead of creating a duplicate requester record which causing clutter, confusion and split ticket history for a given requester.

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