Hello,

We are very concerned about sharing tickets.

Indeed, in our organisation we have two separate Zendesk instances: one for the IT support team (used well for many years) and another one for the Business support team that we expect to be used for two years now, but we still can not for the reason below ! (they are still in Outlook)

Most of the time, the Business support team needs some services from the IT support team. Thus, it is not at all for collobarting on clients requests. It is a direct support of the IT team for the Businnes team on requests such as internal user access creation in our systems, request for changing some functionnalities in our systems etc...

Thus, the current options when setting a sharing ticket between two instances are too basic. Today we only have the choice between:

• Make public & private comments, sync status
• Make private comments, do not sync status

But what if we want to share public comments, but not private, with no sync status ?

Indeed, it could be so more flexible if you allow the choices below, with no intrication between comments types and status (why have you made this intrication ? I don't see any logical reason)

Idealy, for sharing tickets we should have all the options below, and no less:

• Share public comments: YES/NO
• Share private comments:  YES/NO
• Share status: YES/NO
• Share CC: YES/NO
• Share Tags: YES/NO  => already available
• Share Custom Fields: YES/NO => already available

Thus all combinations are possible and it can fit to any of your customers needs

Sharing private comments NO is an absolute must have option for us, and currently we are forced to share them. Indeed currently out IT team uses this to keep some technical explanations and settings logs on how the request is solved for the Business team. If those private comments are replicated and visible in the Business instance, those will not understand those comments, and it will pollute their tickets.

Moreover, i guess that this Private Comments sharing in all case is what forbidd tickets merging in each instances, which is a very usefull functionnality in general, and it is a mess that we can not use it for shared tickets.

So, if you change the settings from (Make public & private comments, sync status / Make private comments, do not sync status) to at least:

• Share public comments: YES/NO
• Share private comments:  YES/NO
• Share status: YES/NO

It will solve our concern, it should solve the merging limitation, and it will be far more flexible for the various needs of your customers.

Regarding CC sharing i understand that it could be complicated to avoid double email sending from each instances, but it is not blocking. However the issue on private comments is blocking for us, and i guess for other of your customers.

Can you please take this request into account, assess it, and at least explain us why it could not be possible to implement it. But hopefully, i expect that you can do it, and that it could be implemented quickly :)

Regards