Sharing Tickets - Zoho Desk Knowledgebase

Sharing Tickets with other Departments

Collaboration is an essential aspect of customer support. If your support organization have multiple departments then being able to share tickets with them to get your work done is going to be critical to the success of your support operations. Why is this important?

Let's take an example of a customer sending in a ticket for a failed order, yet see a pending charge on their credit card. The answer to this customer could rely on information from one of that department that manages the account receivables. If you could share this ticket with the latter and their agents provide information for resolving the issue it would be much easier.

Sharing Tickets
You can share tickets with other departments for their agents to collaborate towards resolving it depending on their pre-defined access levels. You set the terms of access in the parent department, which determines what agents in the receiving department (child) can do on the shared ticket.

Notes:
  • Ticket sharing is available only on Professional and Enterprise.
  • A ticket can be shared with more than one department each with its own level of access.
  • Agents in the child department cannot modify the status or the assignee of the shared tickets regardless of their level of access.
  • A shared ticket does not create a new ticket in the child department.
  • The receiving department (child) cannot further share the ticket with another department.
  • All the ticket information will remain synced between the tickets in each department.

Ticket Sharing Permissions
Share permissions are the permissions you set for a ticket when you share it with other departments. They determine the type of access agents have to the shared ticket in the child department. There are three types of permissions:
  • Full Access: Agents can have full access to tickets except for changing their status and assignee. Use this access level if you want agents in the child department to reply to tickets.
  • Restricted Access: Agents can leave private comments and forward ticket conversations. Please note that agents cannot forward tickets to the requestor's email address.
  • Read-only Access: Agents can view the shared tickets and leave private comments.

To share a ticket:
  1. Open the ticket that you want to share.
  2. Click the More Actions icon ) in the upper right corner of the page.
  3. Click Share on the More Actions menu.
    The
    Share Ticket window will slide open to your right.



  4. Select the departments you want to share the ticket with, from the drop-down menu.
  5. Specify the sharing permission level for each department you share. Each department has an associated drop-down menu with three sharing options: “Full Access, Restricted Access & Read-only Access. By default, “Full Access” is selected on all departments.
  6. Click Share.
When the ticket has been shared, it is indicated on the ticket below the title as shown here. You can click the Shared link to share with more departments, modify sharing permissions or unshare ticket from departments.



Viewing Shared Tickets
Agents can view the tickets shared with their department under the Shared Tickets view. For ease of identification, these tickets have the Shared badge alongside their subject as shown here:



It also indicates the department from which it was shared from (in this case, zPad Support). You can find a detailed sharing information by clicking on the Shared link.



Notes:
  • You can't access the shared tickets from any other view except the Shared Tickets view.
  • You can't unshare or modify permissions of a shared ticket from inside the child department.

Unsharing Tickets
You can unshare a ticket that you have shared with departments. Unsharing a ticket removes it from the Shared Tickets view of the child department.

To unshare a ticket:
  1. Open the ticket that you want to share.
  2. Click the Shared link under the subject of the ticket.
    The
    Share Ticket window will slide open to your right.



  3. Click on the corresponding Delete icon  ) of the department that you need to unshare.
  4. Click Unshare to confirm your action.
The ticket will be unshared from the corresponding department.

Referring to Shared Tickets in Custom Views
You can filter tickets that have been shared with other departments while creating a custom ticket view. The condition statement ‘Shared with Others’ is true will return tickets that were shared from the current department. You can add additional conditions with it, for example, 'Status' is OPEN to view the shared tickets that are in the Open state.

    

Notifying Agents of Shared Tickets
Zoho Desk can send email notifications to all agents of a child department on receiving a shared ticket. This is important to ensure that agents can send out a timely response for such tickets.

To enable this notification:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Notify under Automation.
  3. In the Notification Rules page, select a department from the drop-down.
  4. Toggle the Receiving a shared ticket notification to ON.
    The agents will receive the notification every time a ticket is shared with their department.

Notes:
  • If you can't access this setting, you might need to ask your administrator to enable it for your department.
  • The email or the SMS template for this notification cannot be customized.

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now





              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources



                    Zoho TeamInbox Resources




                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW


                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now











                                                        • Related Articles

                                                        • What's the difference between moving and sharing a ticket?

                                                          While both Ticket Sharing and Ticket Moving feature provide the ability for your agents to access tickets that are beyond their scope of viewing/editing, there are subtle differences between the two as described below: Moving a Ticket Sharing a ...
                                                        • Understanding ticket accessibility

                                                          Knowing which tickets can be accessed by which user and based on what permission is important when you set out to receive tickets in your Zoho Desk. For example, you may allow seeing only own agent's tickets, but see all unassigned; allow editing ...
                                                        • Managing Help Center Permissions

                                                          When you set up the Help Center, you must determine who should have access to it. You may allow anyone to access the Help Center or only those who have registered for it. Providing an open Help Center is less of an effort for your legitimate ...
                                                        • Setting up Data Sharing Rules

                                                          The Data Sharing Rules, allow you to define access rights for users to the various modules in your help desk. You can provide the following types of access levels in Zoho Desk modules: Private: Only the record owner and their superior can view the ...
                                                        • How can I access the All Departments view?

                                                          If you are using multiple departments in Zoho Desk, it is essential that you track their progress under one holistic view. The All Department view helps you do just that. It enables you to view the entire list of tickets irrespective of the ...

                                                        Resources

                                                        Videos

                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                        eBooks

                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                        Webinars

                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.



                                                          Zoho Show Resources