Limitations of Ticket Sharing in Zendesk
What are the limitations of ticket sharing in Zendesk?
Ticket sharing in Zendesk has several limitations to be aware of. For instance, tickets in the Closed status cannot be shared, and call recordings in shared tickets can only be accessed by agents of the original account. Additionally, shared tickets do not pass on user information like email addresses or phone numbers.
Other limitations include the inability to merge shared tickets, the suppression of automatic email notifications, and the creation of placeholder users in the receiving account. These limitations are designed to maintain the integrity and security of the ticket sharing process.
More related questions
How does ticket sharing work in Zendesk?
Ticket sharing in Zendesk allows you to collaborate with other Support accounts by sharing tickets. This is done through sharing agreements, where you set the terms for how tickets are shared and managed. Once an agreement is in place, you can…
How do I set up a ticket sharing agreement in Zendesk?
Setting up a ticket sharing agreement in Zendesk involves creating an invite and defining permissions. You must be an admin to do this. In the Admin Center, navigate to Objects and rules > Tickets > Settings, then select the Ticket Sharing tab….
Can I opt out of all ticket sharing invites in Zendesk?
Yes, you can opt out of all ticket sharing invites in Zendesk if you prefer not to share tickets with other accounts. To do this, go to the Admin Center, click on Objects and rules in the sidebar, then select Tickets > Settings. Under the Ticket…
What happens when a ticket sharing agreement is deactivated in Zendesk?
When a ticket sharing agreement is deactivated in Zendesk, it means that no new tickets can be shared between the accounts involved, and any tickets that have already been shared will no longer be synced. Either the sender or the receiver can…
How can I sync custom fields between Zendesk accounts?
To sync custom fields between Zendesk accounts, both accounts must create the custom fields separately with the same title and data type. This ensures that the fields can be synced correctly when tickets are shared. The custom field title is not…
Can I merge shared tickets in Zendesk?
No, shared tickets in Zendesk cannot be merged with other tickets. Each shared ticket becomes a new ticket in the receiver's account with a separate ticket ID, and merging is not supported. This limitation ensures that the integrity of the ticket…
How do custom ticket statuses map in Zendesk ticket sharing?
In Zendesk ticket sharing, custom ticket statuses map between sending and receiving accounts based on their activation status. If neither account has activated custom statuses, the statuses match except for On-hold, which maps to Open. If one…
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