Ticket Sharing not working

8 Comments

  • Jessie Schutz
    Zendesk Team Member

    Hey Oliver!

    I don't think that's right...the name in the sharing agreement settings should be the Zendesk that you're sharing with, not the Zendesk you're currently in.

    So, for instance, from my test account Z3njess I set up a sharing agreement with Z3nhooraybacon. In Z3njess, the sharing agreement shows Z3n Hooray Bacon. in Z3nhooraybacon, it shows Z3n Jess.

    Hopefully that makes sense...but based on your screenshots it looks like something got goofed up when you set up the sharing agreement!

    1
  • Oliver Jackson

    Thanks Nicole!

    Can't thank you folks enough for your ongoing help. :)

    1
  • Jessie Schutz
    Zendesk Team Member

    Hey Oliver! 

    Have you accepted the sharing agreement in the receiving Zendesk? That's the first thing that springs to mind with regard to this issue.

    0
  • Oliver Jackson

    Hey Jessie,

    thanks for your reply. Agreements from both Zendesk have been set up and accepted (see below):

    Even thought they have different URL's, they appear to be showing the same name; could this be causing a "short-circuit" in Zendesk's sharing setup perhaps?

    Thanks as always for your patience! :)

     

    0
  • Dan Ross
    Community Moderator

    hm, we've had reports in the last few days of syncing not working from our agents, but I haven't gotten the other party to confirm yet. I wonder if there's a more systemic issue at play?

    0
  • Nicole Saunders
    Zendesk Community Team

    Hey Dan and Oliver - 

    I checked in with support and there are not currently any problem tickets associated with this functionality.  It is, however, known to be sporadically unreliable. 

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  • Oliver Jackson

    Thanks as always Jessie.

    I have deactivated and reactivated the agreements repeatedly, but the issue persists.

    The url's in the agreements are specific to each Zendesk, but the name is identical in both Zendesks, just like in my screenshots, and I think this is creating a conflict.

    What should I do? How do I escalate this? I guess it just takes someone to rename one of my Zendesks to fix the problem...

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Oliver - 

    I'll create a ticket to escalate this and get you in touch with a Customer Advocate. 

    0

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