Unshare Tickets

6 Comments

  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    The closest workaround I can suggest would be a trigger that looked for the tag being added, which could send an email to the assignee or a manager letting them know that ticket needed to be unshared. I would also have that trigger add a tag to make tracking how many times this was happening easier. 

    Best regards.

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  • Michelle Bernat

    @... I already have them going into a view - but we are talking about having to manually unshare and solve 100s of tickets if not thousands a month - it is really ridicoulus. 

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  • Jesse Asklund

    We've recently found that this would be highly valuable for us as well. Seems silly to have a share by tag but not unshare.

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  • Kyle Pinkley

    This post mentions wanting the unshare functionality in triggers and automations. I would like to see this ability in macros as well.

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  • Nick Sgarioto

    +1 on this also. We'd like to be able to unshare via trigger. 

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  • Dan Ross
    Community Moderator

    Same. We're looking at implementing workflows that unshare a ticket if details from a macro are not present. The macro is intended to guide agents to follow a process and format to send info to our partners. If they don't comply and the trigger sees a tag missing from the macro for example, we'd want to unshare the ticket and notify someone on our end.

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