Using business rules to share tickets

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<div class="note attention">
<span class="attentiontitle"></span> You must be on an Enterprise plan to use the <strong class="ph b">Share ticket with</strong> action to automatically share tickets.</div>
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<p class="p">Admins can create <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893967514" rel="noopener" target="_blank">sharing agreements</a> between Zendesk accounts, and agents can manually or automatically share tickets to another Zendesk account.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_npc_5dm_yfb">
<li class="li"><a class="xref" href="#topic_unx_pdm_yfb">Conditions and actions for shared tickets</a></li>
<li class="li"><a class="xref" href="#topic_ygn_vnl_yfb">Example 1: Using the share ticket action</a></li>
<li class="li"><a class="xref" href="#topic_xbw_vnl_yfb">Example 2: Using the received from condition</a></li>
<li class="li"><a class="xref" href="#topic_n1d_xql_yfb">Example 3: Creating a view</a></li>
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<h2 class="title topictitle2" id="ariaid-title2">Conditions and actions for shared tickets</h2>
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<p class="p">You can use the following conditions in triggers, automations, and views. These conditions might vary depending on your sharing agreements.</p>
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<th class="entry nocellnorowborder" id="d52e94">Condition</th>
<th class="entry cell-norowborder" id="d52e97">Description</th>
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<td class="entry nocellnorowborder" headers="d52e94">Ticket details: Received from &lt;<em class="ph i">Zendesk subdomain</em>&gt;</td>
<td class="entry cell-norowborder" headers="d52e97">Processes rules on tickets received from the selected subdomain (automations, triggers, and views)</td>
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<td class="entry nocellnorowborder" headers="d52e94">Ticket details: Sent to &lt;<em class="ph i">Zendesk subdomain</em>&gt;</td>
<td class="entry cell-norowborder" headers="d52e97">Processes rules on tickets sent to the selected subdomain (automations, triggers, and views)</td>
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<td class="entry nocellnorowborder" headers="d52e94">Ticket Channel &gt; Is &gt; Ticket sharing</td>
<td class="entry cell-norowborder" headers="d52e97">Processes rules only on shared tickets (automations, triggers, and views)</td>
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<td class="entry row-nocellborder" headers="d52e94">Update via &gt; Is &gt; Ticket sharing</td>
<td class="entry cellrowborder" headers="d52e97">Processes rules only on tickets that have been updated through a sharing agreement (triggers only)</td>
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<p class="p">On Enterprise plans you can use the following ticket sharing action for automations and triggers.</p>
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<th class="entry nocellnorowborder" id="d52e166">Action</th>
<th class="entry cell-norowborder" id="d52e169">Description</th>
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<td class="entry row-nocellborder" headers="d52e166">Share ticket with &lt;<em class="ph i">Zendesk subdomain</em>&gt;</td>
<td class="entry cellrowborder" headers="d52e169">Shares the ticket with the selected Zendesk subdomain (automations and triggers)</td>
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<h2 class="title topictitle2" id="ariaid-title3">Example 1: Using the share ticket action</h2>
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<p class="p" dir="ltr">In this example, the trigger uses the <strong class="ph b">Share ticket with</strong> action (available in Support Enterprise) and fires whenever a ticket contains the tag <strong class="ph b">image_sensor</strong>. When the tag is included, the trigger shares the ticket with Kongen Image Sensors.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_ygn_vnl_yfb__image_xsy_nnl_yfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business-rule-share1.png"></p>
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<h2 class="title topictitle2" id="ariaid-title4">Example 2: Using the received from condition</h2>
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<p class="p" dir="ltr">In this example, the trigger adds the <strong class="ph b">from_kongen</strong> 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.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" height="637" id="topic_xbw_vnl_yfb__image_ysy_nnl_yfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business-rule-share2.png" width="584"></p>
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<h2 class="title topictitle2" id="ariaid-title5">Example 3: Creating a view</h2>
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<p class="p">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.</p>
<p class="p"><img alt="View created using business rules" class="image img-screenshot" id="topic_n1d_xql_yfb__image_mqk_prl_yfb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/business-rule-share3.png" width="850"></p>
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