Sharing and unsharing tickets

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If an admin has set up ticket sharing, you can share tickets with other Zendesk Support accounts. This allows you to collaborate with other support teams to solve your customer's support requests.

For example, imagine that you sell a product that is produced by a different company. If you both use Zendesk Support, you can share a ticket to that other company who can then help to resolve the support issue.

You can unshare a ticket that you've shared, if needed.

This article includes the following topics:

Sharing tickets

Unsharing tickets

Sharing tickets

If allowed, you can share tickets with other Zendesk Support accounts.

To share a ticket

Open the ticket that you want to share.

In the ticket properties panel, click Share ticket with and then make a selection from the list.

Update the ticket by clicking Submit.

When the ticket has been shared, it is indicated in the ticket below the ticket title as shown here:

Outbound indicates that you shared the ticket to another account. If the ticket had been share to your account, it would be marked as an inbound ticket.

Depending on the permissions defined in the sharing agreement, the ticket status and comments may remain synced. The ticket's events and notifications indicate when a ticket update occurred due to ticket sharing.

Unsharing tickets

You can unshare a ticket that you've shared. Doing so means that the previously shared ticket will become an 'orphan' in the receiver's account. In other words, unsharing doesn't automatically remove the ticket from the receiver's account. Rather, the receiving account needs to manage the orphaned ticket out of their queue using their own business rules.

To unshare a ticket

Open the ticket that you want to unshare.

In the ticket properties panel, click Share ticket with and then select Unshare.

Update the ticket by clicking Submit.