Thanks to our latest ticket-sharing feature, any company using Zendesk can share relevant tickets with any other company using Zendesk. Its never been easier to collaborate on support tickets and keep track of help desk requests between companies.
Once youve enabled ticket sharing and a ticket is shared with your help desk, you have a full complement of options available to you under Manage > Triggers & Mail Notifications that will let you feed these tickets into your existing ticket workflow.
First, lets create a trigger that will allow you to tag shared tickets. All you have to do is set the tickets conditions to ticket sharing.
From here you can choose from all of the actions you are familiar with under Triggers & Mail Notifications. In this example, I want to tag these tickets for reporting purposes, assign to my Admin Group, and then send that group an email notification. This will put these tickets directly into my pre-existing workflow, and at the same time let me create individual views and reports from the tag Ive used (as seen here):
Feel free to play with all of your options under Manage > Triggers & Mail Notifications to customize your ticket-sharing settings to fit your workflow.