How to Automatically Share Tickets Using Update Ticket Trigger

Share ticket action is used in Create trigger and Update trigger automations.

A “shared ticket” is a feature in customer support systems that lets agents share a ticket and its details with other agents or teams, making collaboration easier and more efficient.

When a ticket is shared, the recipient is granted full access to it. This ensures they can view all relevant details about the customer’s issue, including their history and any previous interactions.

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 be greater than 25.
• The Shared agent/group should not repeat.
• The shared agent has complete permission 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

By following these steps, you can create a rule that generates share ticket action based on specific conditions in the automation,

1. Go to Admin module.
2. Select Update Triggers from the Ticket Automation menu.
3. Click Add Rule to begin creating a new rule.
4. 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.
5. Set conditions, click Next to proceed and configure the desired actions to be applied to the tickets when the condition is met.
6. In the ‘Action’ section of the rule creation process, select the Share Ticket action.
7. Specify the designated agents/groups (up to 25).