Setting up ticket sharing with other Zendesk Support accounts

<body>
<p id="docs-hc-snippet" style="display: none;">You can share tickets from your Zendesk Support account with other Zendesk Support accounts by establishing sharing agreements. You can specify the terms under which sharing can occur and how shared tickets are managed. The other accounts you establish sharing agreements with can also share their tickets with you if they establish sharing agreements with your account.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can share tickets with other support accounts by setting up sharing agreements that define permissions and syncing options. Shared tickets sync status, comments, and custom fields if matched. Agents in affiliated accounts can collaborate on resolving issues while maintaining separate business rules. You can also reference shared tickets in business rules to manage workflows and views effectively.</p>
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<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Objects and rules &gt; Tickets &gt;
Settings</span>
</div>
<p class="p">You can share tickets from your Zendesk Support account with other Zendesk
Support accounts by establishing sharing agreements. You can specify the
terms under which sharing can occur and how shared tickets are managed. The
other accounts you establish sharing agreements with can also share their
tickets with you if they establish sharing agreements with your account. </p>
<p class="p">Ticket sharing allows you to assign tickets to affiliated accounts. Those
accounts' agents can either provide information toward resolving the issue
or solve the issue themselves. The ticket status and comments stay synced
between the tickets in each account. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> This article refers to manual ticket sharing. You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887148698" target="_blank">use business rules to share tickets</a>
(not available on Team plans).</div>
</div>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_553_1mz_sq">
<li class="li"><a class="xref" href="#topic_pxh_wkz_sq">Understanding how ticket
sharing works</a></li>
<li class="li"><a class="xref" href="#topic_kjg_hhz_kc">Setting up a ticket sharing
agreement</a></li>
<li class="li"><a class="xref" href="#topic_uxg_hfr_hf">Syncing custom fields with
another account</a></li>
<li class="li"><a class="xref" href="#topic_xd3_wjw_zbc">Understanding how custom ticket statuses map</a></li>
<li class="li"><a class="xref" href="#topic_ktu_ttz_kc">Referring to shared tickets
in business rules</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_xn4_3kh_k3c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886265370" target="_blank">Sharing
tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10352126063258" target="_blank">Opting out of or
deactivating ticket sharing with other
accounts</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_pxh_wkz_sq">
<h2 class="title topictitle2" id="ariaid-title2">Understanding how ticket sharing works</h2>
<div class="body">
<div class="p">Here's how ticket sharing works: <ul class="ul" id="topic_pxh_wkz_sq__ul_wqq_edz_kc">
<li class="li">Any account can invite another account to establish a
sharing agreement.</li>
<li class="li">The initiating account (the <em class="ph i">sender</em>) sets the
terms of the sharing agreement, which the receiving
account can accept or not. </li>
<li class="li">Sharing agreements are one way. Once the receiver
accepts the agreement, the sender may share tickets
with the receiver. For the receiver to share tickets
with the sender, they must create and initiate a
sharing agreement with the other account.</li>
<li class="li">An account can automatically refuse to accept all
sharing agreement invites. </li>
<li class="li">Sharing agreements can be cancelled at any time by
either the sender or the receiver. </li>
<li class="li">If you only have receiving agreements, the sharing
ticket field will not appear and you cannot stop
sharing received tickets. </li>
<li class="li">Sending email to other account is not supported when a
ticket sharing agreement is in place. Automatic
email notifications are suppressed. If an agent
action generates an email notification, the email is
also suppressed.</li>
<li class="li">The sender can only share a ticket with one other
account. However, the receiver can share the ticket
with an account that they have a sharing agreement
with. </li>
<li class="li">A shared ticket becomes a new ticket in the receiver's
account with a separate ticket ID. </li>
<li class="li">Depending on the terms of the agreement, the receiver
may directly communicate with the ticket requester
and solve the ticket.</li>
<li class="li">Each account's business rules remain separate. </li>
<li class="li">Sharing tickets creates a placeholder user in the
receiving account for each user associated with the
sending account ticket. Shared tickets do not pass
on user information, such as email address or phone
number. The placeholder user is created even if
there is a user in the receiving account with the
same name and email address as the placeholder user.
If an agent in the receiving account makes a comment
on this shared ticket, a placeholder end user
account is created in the sending account to
represent this agent. Placeholder users created
during ticket sharing can't be deleted.<p class="p">Tickets
are never linked to matching users in the
receiving accounts, unless an agent of the
receiving account manually adjusts the requester
of the shared ticket when the user is created in
the receiving account. This is not recommended as
it can cause issues with the sharing agreement.
When a ticket is unshared, the receiving account
cannot communicate with the requester unless the
user profile is updated with a profile that
includes an email address.</p>
</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842817434#topic_j34_xj2_4nb" target="_blank">Renaming an
account</a> involved in a sharing agreement
breaks the agreement.</li>
</ul>
</div>
<p class="p">Consider the following for shared tickets:</p>
<ul class="ul" id="topic_pxh_wkz_sq__ul_e1t_yng_k3c">
<li class="li">A short delay of 8-12 seconds is expected when sharing tickets.
Near-simultaneous updates made by both accounts during this
delay period may cause a collision, which can delay data
syncing between tickets. </li>
<li class="li">Custom fields can remain synced between the ticket versions in
both accounts. The custom fields must be created in both
accounts (see <a class="xref" href="#topic_uxg_hfr_hf">Syncing custom fields with another account</a>). </li>
<li class="li">User fields and organization fields are not shared with the
ticket.</li>
<li class="li">Comments can remain synced between the ticket versions in both
accounts. Any public or private comments added to a shared
ticket will be visible to agents in both the original
account and the account the ticket is shared with. Any
public comment to the shared ticket will also notify any
users copied on the original ticket.</li>
<li class="li">CC recipients are not carried over from the original ticket to
the shared ticket.</li>
<li class="li">The ticket status can remain synced between the ticket versions
in both accounts. All ticket statuses can match, except for
On-hold. When a ticket is changed to On-hold in one account,
it will be submitted as Open in the other. For custom ticket
statuses, see <a class="xref" href="#topic_xd3_wjw_zbc">Understanding how custom ticket statuses are
mapped</a>. </li>
<li class="li">Tickets in the Closed status can't be shared.</li>
<li class="li">Call recordings (including voicemail recordings) in a shared
ticket can only be accessed by signed-in agents of the
account that the original call is associated with. For
example, Account A shares a call ticket with Account B,
which includes the calls recording. The agents in Account B
will not be able to listen to that recording in the shared
ticket. If they are agents in both accounts they can listen
to the recording by signing into Account A, locating the
original ticket and listening to the file there.
Transcriptions of voicemails remain visible, as lines of
text within the shared ticket.</li>
<li class="li">If a sending account shares a ticket with attachments, then
hostmapping is added, changed, or removed in the sending
account, the attachments will not be available in the
receiving account. Attachments are not copied to the
receiving account, but rather there is a reference to the
attachment in the sender account. If host mapping changes in
the sender account, the reference is broken.</li>
<li class="li">If you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832757146#topic_nrp_bnx_xdb" target="_blank">enable private
attachments</a>, then add a comment that contains
an attachment, any shared accounts will not be able to view
or download the attachment.</li>
<li class="li">A shared ticket cannot be merged with another ticket.</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9204149016346" target="_blank">AI agent
tickets</a> cannot be shared.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kjg_hhz_kc">
<h2 class="title topictitle2" id="ariaid-title3">Setting up a ticket sharing agreement</h2>
<div class="body">
<p class="p">Set up ticket sharing by creating a ticket sharing invite and defining
the terms (permissions) of the sharing agreement. You must be an
admin to set up a ticket sharing agreement. If you have multiple
brands, you can use ticket sharing with any brand; however, the
sharing agreement must be set up with your account's default
brand.</p>
<div class="p">A sharing agreement grants another account permission to work on your
tickets. You can grant one of the two following permissions:<ul class="ul" id="topic_kjg_hhz_kc__ul_gxq_pra_lc">
<li class="li">Make public &amp; private comments, sync status</li>
<li class="li">Make private comments, do not sync status</li>
</ul>
</div>
<div class="p">
<strong class="ph b">To create a ticket sharing invite</strong><ol class="ol" id="topic_kjg_hhz_kc__ol_lli_nhz_kc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_kjg_hhz_kc__d9e1721" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Sharing</strong>.</span></li>
<li class="li">Select <strong class="ph b">add sharing invite</strong>.</li>
<li class="li">In the window that appears, select <strong class="ph b">another Zendesk
Support account</strong> or <strong class="ph b">a third-party
system</strong>.</li>
<li class="li">Enter the URL for the account you're sharing tickets
with. Depending on the option you selected in the
previous step, you'll see one of the following
fields:<ul class="ul" id="topic_kjg_hhz_kc__ul_jk3_h1r_1z">
<li class="li">Zendesk Support account: <strong class="ph b">Partner Zendesk
domain</strong> field</li>
<li class="li">Third-party systems: <strong class="ph b">Sharing URL</strong>
field</li>
</ul>
</li>
<li class="li">Select an option from the <strong class="ph b">Comment status and
permissions</strong> field:<ul class="ul" id="topic_kjg_hhz_kc__ul_uue_diz_kc">
<li class="li">
<strong class="ph b">Make public &amp; private comments, sync
status</strong> allows the receiver to communicate
directly with the requester and to change the
ticket status (for example, setting it to Solved).
These ticket updates are also reflected in the
sender's version of the ticket. Although the
receiver may be allowed to make public comments
and directly interact with the requester, email
notifications will link back to the account where
the request was originally submitted. </li>
<li class="li">
<strong class="ph b">Make private comments, do not sync
status</strong> limits the other account to providing
you with information needed to resolve the support
request. For example, imagine a company that
builds something that includes components from
other companies. Each affiliated company (business
partner) can set up ticket sharing to provide more
details on issues related to the components they
supply. In this scenario, the sender controls the
ticket from initial request through to resolution,
gathering information as needed from the
affiliated account. </li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_kjg_hhz_kc__image_cwd_jcr_1z" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sharing_comments.png"></p>
</li>
<li class="li">Select an option from the <strong class="ph b">Tag synchronization</strong>
field: <ul class="ul" id="topic_kjg_hhz_kc__ul_tgx_piz_kc">
<li class="li">No, do not share tags between me and the
receiver</li>
<li class="li">Yes, share tags between me and the
receiver</li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_kjg_hhz_kc__image_p5x_jcr_1z" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sharing_tag.png"></p>
</li>
<li class="li">(Applies only if sharing with another Zendesk Support
account) Select the custom fields syncing setting.
You have two options: <ul class="ul" id="topic_kjg_hhz_kc__ul_nbt_wco_bf">
<li class="li">No, do not sync custom fields between me and
the receiver</li>
<li class="li">Yes, sync custom fields between me and the
receiver</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Send Invite</strong>. </li>
</ol>
</div>
<p class="p">The receiver is notified of the invite on their Ticket Sharing page,
where they can view the terms of the sharing invite and either
accept, decide later, or decline the agreement. </p>
<p class="p"><img class="image img-screenshot" height="63" id="topic_kjg_hhz_kc__image_ebu_mkz_kc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_sharing_invite_notification.png" width="420"></p>
<p class="p">When accepted, both accounts can immediately <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886265370" target="_blank">share tickets</a>. You
might also want to <a class="xref" href="#topic_uxg_hfr_hf">sync
custom fields</a> with the other account and <a class="xref" href="#topic_ktu_ttz_kc">refer to shared
tickets in business rules</a>. </p>
<p class="p">If you decline an agreement, the sender is free to try again at another
time. If you don't want to establish sharing agreements with any
other accounts, you can set your account to automatically decline
invites. You can also deactivate sharing agreements at any time. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10352126063258" target="_blank"> Opting out of or
deactivating ticket sharing with other accounts</a>.</p>
<p class="p">All of your sharing agreements (accepted, pending, and rejected) are
displayed on the Ticket Sharing page.</p>
<p class="p">
</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_uxg_hfr_hf">
<h2 class="title topictitle2" id="ariaid-title4">Syncing custom fields with another Zendesk Support account</h2>
<div class="body">
<p class="p">When you <a class="xref" href="#topic_kjg_hhz_kc">set up a ticket
sharing agreement</a>, you can select to sync custom
fields with the other account. To make this work, each account must
create the custom fields separately. For example, if you want to
sync a custom field called "Camera model" it must exist in both
accounts and must have the same title and data type. </p>
<p class="p">The custom field title is not case sensitive so the sync will be
successful even if one custom field is called "Camera model" and the
other is called "Camera Model". </p>
<p class="p">What is important to keep in mind is the data types used in each custom
field; they must be compatible. The simplest way to ensure this of
course is to use the same data type for each. In our example, both
versions of "Camera model" are drop-down lists. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> It's possible to sync data between different kinds of custom
fields if they both support the same type of data. For
example, it's possible to sync a drop-down list with a text
field since both contain a text string. This is not
recommended but is mentioned here so that you're aware of
the compatibility. </div>
</div>
<p class="p">Other syncing rules include:</p>
<div class="p">
<ul class="ul" id="topic_uxg_hfr_hf__ul_tkh_jcg_dfb">
<li class="li">
<p class="p">Support includes two types of ticket fields:
custom ticket fields and system ticket fields.
It's not possible to sync system ticket fields.
For more information about the differences between
these two types of fields, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886739098" target="_blank">About ticket
fields</a>.</p>
</li>
<li class="li">If an incompatibility between custom fields does exist,
the ticket will sync, but the incompatible custom
fields will fail (no data will be transferred). </li>
<li class="li">If you're using a ticket field that has tags associated
with its corresponding values (for example,
drop-down fields), the tags must be the same across
both accounts. If you have matching ticket field
names and values, but the tags differ, the sync
between ticket fields will fail.</li>
<li class="li">When syncing custom fields between two accounts, the
custom fields must be present in at least one ticket
form of the receiving
account.</li>
<li class="li">Avoid giving multiple ticket fields the same name.
Zendesk syncs custom fields by name rather than
field ID, and duplicate names will result in
errors.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_xd3_wjw_zbc">
<h2 class="title topictitle2" id="ariaid-title5">Understanding how custom ticket statuses map</h2>
<div class="body">
<div class="p">If the sending or receiving accounts in a ticket sharing agreement have
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">activated and created custom
ticket statuses</a> their, ticket status options may not
always match. The table below shows how a custom status on a shared
ticket is managed when both accounts have the same custom status
and, more importantly, what happens when they don't. Keep in mind
that custom statuses are only matched when <em class="ph i">both</em> the status
name and category are the same.
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xd3_wjw_zbc__table_axn_hkw_zbc" rules="all" summary="">
<colgroup>
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e476" style="vertical-align:top;">Is the status available on both
accounts?</th>
<th class="entry cellrowborder" id="d51e479" style="vertical-align:top;">Change made to ticket by sending
account</th>
<th class="entry cellrowborder" id="d51e482" style="vertical-align:top;">Update to ticket status on receiving
account</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e476" style="vertical-align:top;">Yes</td>
<td class="entry cellrowborder" headers="d51e479" style="vertical-align:top;">Sender changes ticket status and/or status
category</td>
<td class="entry cellrowborder" headers="d51e482" style="vertical-align:top;">Receiver’s ticket status updated to match
sender’s custom status.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e476" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e479" style="vertical-align:top;">Sender changes ticket status and status
category</td>
<td class="entry cellrowborder" headers="d51e482" style="vertical-align:top;">Receiver’s ticket status updated to the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575941402-Managing-ticket-statuses#topic_zgh_dbh_vrb" target="_blank">default custom
ticket status</a> in the new category. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e476" style="vertical-align:top;">No</td>
<td class="entry cellrowborder" headers="d51e479" style="vertical-align:top;">Sender changes ticket status only; no
change to status category</td>
<td class="entry cellrowborder" headers="d51e482" style="vertical-align:top;">Receiver’s ticket status does not
change.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e476" style="vertical-align:top;">N/A</td>
<td class="entry cellrowborder" headers="d51e479" style="vertical-align:top;">Sender does not change ticket status or
status category</td>
<td class="entry cellrowborder" headers="d51e482" style="vertical-align:top;">Receiver’s ticket status does not
change.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ktu_ttz_kc">
<h2 class="title topictitle2" id="ariaid-title6">Referring to shared tickets in business rules</h2>
<div class="body">
<p class="p">Tickets that have been created in your Zendesk Support account via ticket
sharing can be referenced as conditions in automations, triggers,
and views. The condition <strong class="ph b">Update via</strong> also includes <strong class="ph b">Ticket
sharing</strong> as a value. </p>
<p class="p">You can create a view of the tickets generated from ticket sharing, as in
this example: </p>
<p class="p"><img class="image img-screenshot" id="topic_ktu_ttz_kc__image_uep_pua_lc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ticket_sharing_view_new.png" width="450"></p>
<p class="p">This will show you all the tickets that were shared to you. If you want
to create a view of the all tickets you shared to another account,
you can add a tag to the tickets and create business rules from
that. </p>
<p class="p">You can create automations or triggers that include the ticket sharing
conditions. Again, using <strong class="ph b">Update via is Ticket sharing</strong> as a
condition you can create a trigger to escalate the shared ticket to
a specific support group, to add tags, and so on.</p>
<p class="p">Additionally, you can filter the view to show only inbound or outbound
tickets if you have set up receiving agreements in your account.</p>
<ul class="ul" id="topic_ktu_ttz_kc__ul_wlz_2bz_y2b">
<li class="li">For inbound tickets, add a clause: <strong class="ph b">Ticket sharing: Received
from</strong> &gt; (<em class="ph i">instance name of who you are
sharing tickets with</em>).</li>
<li class="li">For outbound tickets, add a clause: <strong class="ph b">Ticket sharing: Sent
to</strong> &gt; (<em class="ph i">instance name of who you are sharing
tickets with</em>).</li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> In some cases, when a trigger in the receiving account sends
notification for the new, shared ticket, if the ticket has
multiple comments, the notification might include only a few
comments and not all of the comments that are actually in
the ticket.</div>
</div>
</div>
</div>
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