Sharing tickets with another Zendesk account

Two organisations each running Zendesk can share tickets between accounts, with comments syncing both ways.

Two organisations each running Zendesk can share tickets between accounts, with comments syncing both ways.

Set up sharing

1. Open Admin Center, then Objects and rules, then the ticket sharing settings.
2. Add the other account's Zendesk address to send an invitation.
3. The other side accepts, which is why this needs a conversation before it needs configuration.
4. Choose what syncs: comments only, or comments plus status and other fields.
5. Save.

What sharing gives you

A ticket you share appears in the other account as their ticket, with its own number and owner. Comments flow between the two, so both sides work in their own Zendesk and neither has to log into the other's.

Typical uses are an outsourced support partner, a manufacturer and its distributor, or two companies in a group.

What to agree before switching it on

• Which direction tickets flow, and who is allowed to share.
• What syncs. Sharing status changes means their workflow moves your ticket, which is either useful or alarming depending on the relationship.
• Who talks to the customer. Two support teams both replying is the failure mode.

Turning it off

Sharing can be deactivated per agreement. Existing shared tickets stop syncing rather than disappearing, so both sides keep what they had.

See also

• Side conversations: consulting without the customer
• One Zendesk instance or several: how to choose