We will soon be partnering as a re-seller for another application. My organisation will be providing level 1 support however we will need to triage more complex issues directly to our partner vendor. The partner also leverages Zendesk. We are looking for a way to auto-sync tickets so that our customers only have to deal with 1 ticket. Essentially the workflow we are looking for is:
- Customer logs ticket with us - Ticket A
- If we need our partner to resolve the issue, they need a ticket (Ticket B) in their instance of Zendesk
- Customer should only be communicating with us and/or the partner via Ticket A, both tickets A & B need to be updated with the same updates
- When issue is resolved both Ticket A and Ticket B need to set to solved.
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