There is a feature missing that I think is essential - the ability to unshare tickets automatically via triggers and automations.
You can share tickets automatically via triggers and automations, but there is no unshare option.
The action to share is already in place, please add unshare.
If you want to send a ticket to another Zendesk instance that you have ticket sharing set up with for them to handle directly, the only way for you to do this it to share, unshare, and then solve the ticket - there are cases where you do not need the ticket to stay open on your end (why should it affect your reply times ext.).
If you share tickets with another Zendesk instance, you can not use the notify target extension as an email will fire on your end, but due to email loop rules and the nature of ticket sharing, a new ticket is not created in the other Zendesk instance.
There are currently only 2 options that I know of as a workaround for this:
- Use the open API to create a script to unshare tickets - not everyone can or should have to do this.
- Automatically use triggers to share the ticket, but then manually have to unshare and solve the ticket on our side, or wait for agents from the other Zendesk instance to solve the ticket so that it no longer appears in our instance.
We can not be the only people who have run into this issue - the unshare feature needs to be developed in full.
Does anyone have another work around?