How to Automatically Share Tickets Using Create and Update Triggers

Use the Share Ticket action in Create Triggers and Update Triggers to automatically share a ticket with additional agents or agent groups so they can collaborate efficiently.

A shared ticket gives the recipient(s) full access to the ticket—so they can view all relevant details and edit the ticket as needed to resolve the customer’s issue.

What Happens When You Share a Ticket

• Full access for recipients: Agents and groups you share with receive full permission to view and edit the ticket.
• Email notification: Recipients are notified by email with key ticket details and a link to the ticket (subject to your notification settings).
• Collaboration: Sharing adds collaborators; it doesn’t remove access for existing teams or agents.

Limits & Requirements

When using the Share Ticket action:

• You can share with up to 25 recipients (agents and/or groups).
• No duplicates: The same agent/group cannot be added more than once.
• Permissions: Shared agents have edit permissions on the ticket.

Configure Share Ticket in a Create Trigger

Use this flow to share tickets automatically when they’re created:

1. Go to Admin.

2. Open Ticket Automation > Create Ticket Triggers.

3. Click Add Rule.

4. Provide a descriptive Name and Description, then choose your Business Hours (optional).

5. Set Conditions that should apply at ticket creation.

6. Click Next.

7. In Actions, select Share Ticket.

8. Choose the Agents/Groups to share with (up to 25).

9. Click Add to save the rule.

   

Configure Share Ticket in an Update Trigger

Follow these steps to share tickets automatically when certain updates occur:

1. Go to Admin.

2. Open Ticket Automation > Update Ticket Triggers.

3. Select Add Rule to create a new rule.

4. Enter a clear Name and Description that explain the rule’s purpose, then choose your Business Hours (optional).

5. Define your Conditions.

6. Click Next.

7. In Actions, choose Share Ticket.

8. Select the Agents/Groups to share with (up to 25).

9. Click Add to save the rule.

   

Frequently Asked Questions (FAQs)

1. What does the “Share Ticket” action do?
The Share Ticket action automatically gives selected agents or groups full access to a ticket so they can collaborate on resolving it. Shared users can view all details and edit the ticket.

2. Are recipients notified when a ticket is shared with them?
Yes. They receive an email notification with key details and a link to the ticket—depending on your system’s notification settings and the recipients’ personal notification preferences.

3. Does sharing a ticket remove access from the original assignee or team?
No. Sharing a ticket adds access for more collaborators. It does not remove or replace existing access.

4. What’s the difference between sharing via a Create Trigger and an Update Trigger?

• Create Trigger: Shares the ticket as soon as it is created, based on conditions you define.
• Update Trigger: Shares the ticket when specific updates occur, such as a status change or field update.