Using business rules to share tickets

What's my plan?




All Suites
Growth, Professional, Enterprise, or Enterprise Plus








Support
Professional or Enterprise








You must be on an Enterprise plan to use the Share ticket with action to automatically share tickets.

Admins can create sharing agreements between Zendesk accounts, and agents can manually or automatically share tickets to another Zendesk account.
This article contains the following topics:

Conditions and actions for shared tickets
Example 1: Using the share ticket action
Example 2: Using the received from condition
Example 3: Creating a view



Conditions and actions for shared tickets

You can use the following conditions in triggers, automations, and views. These conditions might vary depending on your sharing agreements.





Condition
Description




Ticket details: Received from <Zendesk subdomain>
Processes rules on tickets received from the selected subdomain (automations, triggers, and views)


Ticket details: Sent to <Zendesk subdomain>
Processes rules on tickets sent to the selected subdomain (automations, triggers, and views)


Ticket Channel > Is > Ticket sharing
Processes rules only on shared tickets (automations, triggers, and views)


Update via > Is > Ticket sharing
Processes rules only on tickets that have been updated through a sharing agreement (triggers only)




On Enterprise plans you can use the following ticket sharing action for automations and triggers.






Action
Description




Share ticket with <Zendesk subdomain>
Shares the ticket with the selected Zendesk subdomain (automations and triggers)








Example 1: Using the share ticket action

In this example, the trigger uses the Share ticket with action (available in Support Enterprise) and fires whenever a ticket contains the tag image_sensor. When the tag is included, the trigger shares the ticket with Kongen Image Sensors.




Example 2: Using the received from condition

In this example, the trigger adds the from_kongen tag to all tickets shared from Kongen. It's good practice to add a tag to help you identify tickets in your account that have been shared from another account.




Example 3: Creating a view

You can use the tag information you've added to create views. This example shows a view of all tickets that were received from Kongen using the tag that was added in example 2.





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