Plan requirement
| Subscription | Any plan |
| Access | Admin |
Two organisations each running Zendesk can share tickets between accounts, with comments syncing both ways.
Set up sharing
- Open Admin Center, then Objects and rules, then Tickets, then Settings, and find the sharing agreements.
- Add the other account's Zendesk address to send an invitation.
- The other side accepts, which is why this needs a conversation before it needs configuration.
- Choose what syncs: comments only, or comments plus status and other fields.
- Save.
An agreement runs one way
The account that sends the invitation sets the terms and, once accepted, may share tickets with the other. The reverse does not follow: for the other side to share with you, they have to create their own agreement in the other direction.
So two-way sharing is two agreements, and each side sets the terms of its own. That is why tickets only travel one way.
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.
The other account sees the ticket content. Everything you share goes to an organisation you do not control. Agree what may be shared, and make sure agents know that a shared ticket is not internal.
Turning it off
Sharing can be deactivated per agreement, by either side, at any time. Existing shared tickets stop syncing rather than disappearing, so both sides keep what they had.
An account can also refuse every invitation automatically, which is the setting to reach for where the policy is no.
One thing that never travels, whatever you agree: tags added by business rules are not synced between shared tickets. A workflow on your side that depends on the other side's tagging will not work.
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