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Ticket sharing and views



Posted Feb 18, 2021

2 suggestions for ticket sharing:

  • Allow views to exclude shared tickets; currently we can set "is shared" but there is no "is not shared" condition
  • Allow macros to share tickets

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13 comments

How do I allow macros to share tickets?

 

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Hi Maria,
 
There isn't currently a way to use macros to share tickets; sharing tickets has to be done manually. But we'd love to hear your use case in this comment thread. Thanks!

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Any updates on this? It would also be very helpful to us having a view that excludes shared tickets.

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Would be a great option.

For our saas platform we work with partners with there own Zendesk environment. We want to quickly share a ticket with one of our partners through a macro instead of manually adding them to the ticket.

Why we want a macro is also because the share a ticket function is not accessible from the Zendesk mobile app.

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+1 on having the ability to add ticket sharing action to a macro. 

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Shawna James

Community Product Feedback Specialist

Thank you all for your feedback here! Our PM team is aware of this thread and will follow up with any further clarification or responses as needed. 

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Shawna James

Community Product Feedback Specialist

Hey folks thank you all for your feedback. It has been logged for our PM team to review. I also wanted to make sure you were aware of another thread that is covering this topic. I see some of you are already engaging with. We appreciate your time to share your feedback with us. 

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Shawna James

Community Product Feedback Specialist

Hi all, I just wanted to let you know that in order for other community members to find the right product feedback posts and share their thoughts, I have renamed this post to focus on "views". If you would like to discuss macros please visit this thread to continue with the existing conversation.

Thank you for sharing your continued feedback.  

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Shawna James I think that link is broken. Can you try sharing again?

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Shawna James

Community Product Feedback Specialist

Thanks Hannah Lucid my apologies! The link has been updated, let me know if you run into any issues.

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Shawna James That works! imagine my surprise when I open it up and it's my post LOL. Thank you so much.

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Salvador Vazquez

Zendesk Product Manager

Hey Kevin, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

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+ 1 to be able to add Action to Macro for ticket sharing.

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