How to automatically share a ticket using Update ticket trigger
Share ticket action is used in Create trigger and Update trigger automation.
A "share ticket" action typically refers to a feature or functionality in a ticketing system or customer support software that allows users or support agents to share a ticket or its information with others. When a ticket is shared, all relevant information related to the customer's issue, including their history and any previous interactions, is typically made available to the recipient. This ensures that everyone involved has access to the necessary context.
Share Ticket Action
Share ticket action field is used to send a ticket’s information to agents or groups. The following conditions and requirements apply to the Share Ticket action.
- Shared ticket count should not greater than 25.
- The Shared agent/group should not repeat.
- The shared agent has complete access to edit the ticket.
After sharing the ticket with agents or groups, the recipients should receive a mail notification. This notification likely includes information about the shared ticket and its details.
Rule Creation Steps for Share Ticket Action
- Select the Admin module.
- Select Update Triggers from the Ticket Automation menu.
- On the top of the screen, click Add Rule to begin creating a new rule.
- Provide a suitable name and description for the rule on the Create Rule screen. This information will help identify and describe the rule's purpose.
- After selecting the appropriate conditions, click Next to proceed and configure the desired actions to be applied to the tickets when the condition is met.
- In the ‘Action’ section of the rule creation process, select the Share Ticket action.
- Specify the designated agents/groups (up to 25).
