For details on sharing tickets with requesters, click here.
Facilitate seamless collaboration between agents and requesters by enabling ticket-sharing capabilities. This article provides step-by-step instructions on configuring ticket-sharing settings and effectively sharing tickets with agents.
Sharing Tickets with Agents:
On the ticket details page, locate the share button.
Click the share button to open a dialog box with a search bar for selecting agents to share the ticket with. Alternatively, copy the public link for sharing.
After selecting agents, click the share button to confirm sharing. A list of shared agents will be displayed.
To remove access for an agent, click the ‘Remove’ button next to their name.
Alternatively, while writing a reply or note, @mention the agent. This action will prompt a dialog box for sharing the ticket with them if they do not have access to the ticket.
Viewing Shared Tickets:
Agents can access shared tickets by navigating to the Tickets Dashboard, selecting Ticket Views, and choosing ‘Shared with Me’ under Ticket views.
Configuring Ticket Sharing:
Navigate to Global Settings > Security to configure ticket-sharing abilities.
Additionally, access Workspace Settings > Email Notifications to configure email notifications for ticket sharing under ‘CC/Share notifications.’
To automate ticket sharing with agents, choose ‘share ticket with’ as an action when configuring the Workflow Automator.
