How to Share Tickets in Zendesk - Frequently asked questions
Frequently asked questions
How do I share a ticket with another Zendesk account?
Sharing a ticket with another Zendesk account is straightforward. Simply open the ticket you want to share, click on 'Share ticket with' in the ticket properties panel, and select the desired account from the list. Once you've made your selection,…
What happens when I unshare a ticket in Zendesk?
Unsharing a ticket in Zendesk means the ticket becomes an 'orphan' in the receiver's account. It doesn't automatically remove the ticket from their queue. To unshare, open the ticket, click 'Share ticket with', select 'Unshare', and then click…
Can I track shared tickets that are unresolved in Zendesk?
Yes, you can track unresolved shared tickets by creating a custom ticket view. This allows you to see all shared tickets that haven't been resolved yet. To do this, go to Admin under Manage, select Views, and click on Add View. Set the conditions…
How is the ticket form selected when sharing a ticket in Zendesk?
When you share a ticket, the recipient's default ticket form is used. If you want them to have the same form layout and custom fields, they need to create these in their account. Note that syncing tags and custom fields requires specific options…
Is it possible to hide the 'Share ticket with' field for certain groups in Zendesk?
Currently, there isn't a way to hide the 'Share ticket with' field for specific groups in Zendesk. However, you can provide feedback on this feature request in the Zendesk community. Engaging in the community can help influence future product…
Why can't I see when a ticket was unshared in Zendesk?
In Zendesk, the event of unsharing a ticket is not visible on the receiving side. This is because the unsharing action doesn't occur on the receiving account's ticket. If you unshare a ticket, you should see it under ticket events. However, if the…
Can I automatically assign an organization to shared tickets in Zendesk?
When tickets are shared, user and organization fields are not transferred. This means you can't automatically assign an organization to shared tickets. User details are read-only on the receiving side, as they are considered dummy users. You can…
How can I notify the receiving side of new comments on a closed shared ticket?
Once a ticket is closed, it cannot be updated, and new comments won't notify the receiving side. It's best to avoid closing tickets unless resolution is certain. For ongoing discussions, consider providing feedback in the Zendesk community to…
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