• Sabra

  • 24 mai 2021 19:49

  Zendesk Customer Care

  Hey @...! While you aren't able to see the ticket IDs from the account your shared with natively, there are a few options that you can use to surface the ticket numbers used by each organization:

  1. Create a custom text field that holds the ticket ID from the ticket originator and another custom text field that holds the ticket ID of the ticket receiver, as Mark describes here.
  2. Utilize the {{ticket.id}} placeholder manually within the ticket comment or via a macro or trigger, as Nick describes here.
  3. Utilize a macro that sets the subject of the ticket to include the ticket id from the originator using the {{ticket.id}} placeholder as Russell described here. 
• Jurgen Schaub

  • 27 mai 2021 00:26

  Thanks @...! We've implemented one of these workarounds. It still would be awfully nice to have it built-in as a part of the platform though. :-)

• Stacy Win

  • 30 janvier 2022 16:15

  Sabra none of the links work. I get the following error message on all three links you provided. We have the same use case and would like to use one of the options you referenced.

  oops

  The page you were looking for doesn't exist

• Brett Bowser

  • 31 janvier 2022 15:54
  • Modifié

  Zendesk Community Manager

  Hey Stacy,
  
  It looks like those comments are no longer available but I was able to grab the text from Marks comment:
  
  

  "We've had this same situation.  We and the other end of the share setup numeric ticket fields with the same name, so when we enter our ticket number, they see it on their end.  I believe the share has to be set up to allow for sharing all tags and status, etc.  Since by default they also cannot see our status (Normal, High, etc.) we set up a second drop-down field, again with the same names and drop-down values (cannot be the exact same as what Zendesk uses, I don't think) and when we set our value to match the system field, the other end is also notified of that.  Especially useful in urgent situations."

  
  Nicks comment:
  
  
  

  Hi Russell, This really depends on how and where you want the ticket ID to appear. If you want an internal note to be included on every shared ticket with the original ticket ID, I would create a Macro that sets the 'Comment mode' to 'Private' and provides a 'Comment/description' that contains the {{ticket.id}} placeholder, such as follows:

  

  When someone submits a ticket update where the 'Sharing' field has been changed, they would also apply the Macro to send the note. I hope this is a suitable solution for what you're wanting to accomplish. 

  Russel's comment:
  
  

  When you set up the ticket sharing, does this mean all the tickets from the Sender's instance will be created (with a new ticket number) in the Receiver's instance? ALL SHARED TICKETS CREATE A NEW TICKET IN THE OTHER INSTANCE.

  I SET UP A MACRO THAT HAS BEEN HELPFUL FOR THE TWO TEAMS TO SEARCH AND ADDRESS THE SAME TICKET - RUN A MACRO THAT ADDS THE TICKET ID TO SUBJECT:

  

  Is it possible to just share a specific ticket to the Receiver's account if needed? YES

  IF YOU SELECT THE SHARING DROPDOWN OF THE INSTANCE YOU WISH TO SHARE THE TICKET WITH:

  

  Basically, I don't want to share all tickets to the receiver's account. Only those that we need to be worked on by the a "team" in the Receiver's instance.

  Also, can I assign the ticket to a specific group in the Receiver's instance? I AM NOT 100% SURE IF THIS IS POSSIBLE BUT PROBABLY NOT....YOU MAY HAVE THE RECEIVING INSTANCE TRIGGER TICKETS INTO THE RIGHT GROUP AS AN OPTION MAYBE?

  I hope this helps point you in the right direction!

• Alan Canode

  • 18 octobre 2022 21:58

  We add a private note with a trigger when sharing to solve this, but sometimes our sharing partners do not. Agreed that this would be a useful addition to the base feature.

• Anne Ronalter

  • 19 octobre 2022 15:55

  Zendesk Customer Care

  Hello Alan,
  
  Thank you for giving Feedback on this.
  

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