Collaborate without compromise, with Ticket Sharing.

Collaborate without compromise, with Ticket Sharing.

We often hear that the ability to move tickets is a big benefit. That kind of flexibility is great to have when your tickets require expertise across departments. But there's often a price to pay:

  • Moving tickets across departments could result in a (well-intentioned) battle for access.

  • When tickets move between departments while agents are working on them, chaos ensues.

 

To put an end to all these worries, Zoho Desk brings out a new ticket action: simply share. With ticket sharing, everyone gets to work on tickets without squabbling for access or stepping on one another's toes. Here's how ticket sharing works:

  • Tickets can be shared from one department (we call this the "parent department") to one or more departments ("child departments" or "shared departments") with different levels of permission.

  • Where the "move" ticket action will entirely move the ticket to a new department, the new "share" action will allow both departments to work on the same ticket at the same time. Control still lies with the parent department.

  • Ticket sharing allows users from the parent department to @mention agents from child departments in ticket comments. 

  • A new view—"Shared Tickets"—will be created for all agents, in every department with shared tickets. This view will list all the tickets that are shared to your department.

  • A new criteria—"Shared with Others"—has been introduced, which lets you filter all the tickets that you've shared from your department.


Child Departments can be given one of these three levels of permission:

  • Full access: Members of the child department can perform any action apart from modifying the assigned to, due date, and status fields. 

  • Read-only access: Members of the child department can only view ticket information. They cannot perform any actions on the ticket.

  • Restricted access: Members of the child department get full access to ticket details, but ticket actions are restricted.




 

Every time a ticket is shared, members of a child department will be notified. To make for easy access, users can create custom views that filter out tickets that have been shared from your department.

 

With ticket sharing, enter a whole new level of clutter-free convenience and collaboration. No more access wars, we promise. Learn more about ticket sharing here.

 

Happy Ticketing.

 

Cheers,

Team Zoho Desk

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