Unshare Tickets

7 댓글

  • Devan La Spisa
    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.

  • IT Admin

    @... 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. 

  • Jesse

    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.

  • Kyle Pinkley
    Zendesk Luminary

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

  • Nick S

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

  • 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.

  • Alfredo Navarro


    We actually have the same need over here in one of our workflows. I have also checked and there is no possibility to "unshare" (or even share) via the API, or maybe I did not find it.

    In addition, there is no option via macro to affect the sharing of tickets which could also be beneficial.

    Any information if this is in the roadmap?



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