The Share Ticket feature allows agents to share tickets with other agents or groups, enabling seamless collaboration across teams. When a ticket is shared, the selected agent or group gains access to that ticket, even if they would normally be restricted by brand access settings or a restricted/group ticket access scope.

For example, a ticket assigned to the Accounts team may require assistance from the HR team. Using the Share Ticket feature, the Accounts team can share the ticket with the HR team, allowing them to access and collaborate on it without changing existing permission settings. This helps multiple internal teams work together and resolve issues more efficiently.

How Ticket Sharing Works

Ticket visibility in BoldDesk is normally controlled by:

• Brand Access
• Ticket Access Scope

Agents with Restricted or Group ticket access scopes can typically view only:

• Tickets assigned to them
• Tickets assigned to their groups

They cannot access unassigned tickets or tickets outside their scope unless those tickets are explicitly shared with them.
The Share Ticket feature provides access to otherwise inaccessible tickets without modifying the agent’s existing permissions.
Agents with Global Ticket Access can already view all tickets, including unassigned tickets. Therefore, sharing is not required for visibility in their case.

Limitations

The following limitations apply to ticket sharing:

1. Tickets can only be shared with agents or groups.
2. Tickets cannot be shared with customers or external users.
3. A ticket can be shared with a maximum of 25 targets (agents and groups combined).
4. Each group counts as one target, regardless of the number of agents within that group.
   
   
   Check out this video tutorial for more details.
   

How to Share a Ticket

You can share a ticket with an agent or group by using the following steps:

1. Open the details page of the ticket which needs to be shared.

2. Click on the more options icon.

3. Click on the Share button to share the ticket with the agent or group.

4. In the dialogue box, select the agent or group you need to share the ticket with in the Share Ticket dialogue. You can search both agents using the name or email and group. You can share a ticket to a maximum of 25 agents/groups.

5. After sharing the ticket, the agent or group name is listed in the Share Ticket dialogue along with history logging. The ticket is shared immediately when you input the agent or group. A successful toast message will be shown as follows:
   

   
   
   

6. Email notifications are also sent to users whose tickets are shared.

How to Filter Shared Tickets

In the ticket list page, there are two predefined views, namely:

• Tickets Shared With Me
• Tickets Shared With My Group

Shared Tickets are not listed in any other views nor appear in global search results apart from the above-mentioned views.

In the ticket advanced filter, the following filters are available for Shared Tickets:

• Shared with Agent
• Shared with Group
  
  
  
  
  

Understanding the “Shared with Agent” Filter Scope

The “Shared with agent” filter is specifically designed to function only for the current user. This behavior is intentional to ensure that permission boundaries are maintained. Allowing visibility beyond the current user would compromise the defined access controls and user permissions, which are essential for maintaining data security and compliance within the system. For this reason, the filter does not support viewing data shared with other agents.

How to Filter from the Home Page

In the Home page, the following two tabs help in filtering out shared tickets:

• Shared with me

• Shared with my Groups
  

  
  
  

How to Unshare a Ticket

You can stop sharing a ticket with an agent or group by using the following steps:

1. Click the Share button from the ticket details page more options.

2. Click the highlighted remove icon near the agent or group name to stop sharing the ticket.

3. After removing the agent or group name, those names will not be listed in the Share Ticket dialogue along with history logging. A toast message is shown as follows:

4. An email notification is also sent to users whose tickets are unshared.
   

   
   
   

Access Permissions

For accessing the Share ticket feature, an agent should have the Share Ticket permission in the ticket module assigned to his or her role. Explore Managing Roles and Permissions in BoldDesk.

Troubleshooting

Agent cannot see a ticket that another agent said was “shared”

• Confirm the ticket is visible under Tickets Shared With Me or Tickets Shared With My Group.
• Confirm the ticket was shared to the correct agent or group (maximum 25 targets per ticket).
• Confirm the agent role includes the Share Ticket permission (required to use the feature, not necessarily required to consume access once shared).

Ticket does not appear in normal views or global search

This is expected behavior. Shared tickets are discoverable via:

• Tickets Shared With Me
• Tickets Shared With My Group
• Advanced filters: Shared with Agent, Shared with Group

Unable to share with more agents/groups

A ticket can be shared with a maximum of 25 agents/groups total. Remove an existing share entry before adding another.

Frequently Asked Questions

1. Who can use Share Ticket?
   Only agents with Share Ticket permission can use Share Ticket in the Agent Portal. Customers cannot share tickets.

2. Can a ticket be shared with customers or external users?
   No. Tickets can be shared only with agents or groups. Use CC to notify customers/external users.

3. Does Share Ticket override brand access and ticket access scope?
   Yes. Sharing grants ticket access even if the agent would normally be blocked by brand access restrictions or a restricted/group ticket access scope.

4. How many agents/groups can a ticket be shared with?
   Up to 25 total share targets (agents and groups combined). A group counts as one target regardless of group size.

5. Where do shared tickets appear?
   Shared tickets appear in: Tickets Shared With Me or Tickets Shared With My Group and can be filtered using Advanced Filter fields for shared tickets.

6. Does BoldDesk notify users when a ticket is shared or unshared?
   Yes. BoldDesk sends email notifications to users when tickets are shared and when tickets are unshared.

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