Transferring Tickets to Agents or Groups within Your Account

Transfer a Ticket Manually

1. Open the ticket you want to transfer.

2. Click the Assignee field and select the desired agent or group from the list.

3. Click Submit (with status) to save the changes and transfer the ticket.

4. You can also assign tickets to yourself by clicking take it above the Assignee field.

Using Assign Links

• If enabled, you can find Assign links next to agent comments within the ticket conversation.
• Clicking the Assign link next to an agent's name will assign the ticket to them.
  

Bulk Assigning

• You can assign multiple tickets to the same agent or group at once from a View.

• Select the desired tickets from a View and use the Edit function to assign them.

  

• Select the Assignee from the dropdown to assign to another agent or group, or select the take it link to assign to yourself. 

Sharing Tickets with Other Zendesk Support Accounts

Requirements 

Ticket sharing needs to be enabled, and you need to establish a sharing agreement with the other Zendesk account. To enable:

1. Navigate to the Admin Centre of your instance.
2. Expand the Object and rules section.

3. Select Settings under Tickets.

   

4. Select the Ticket Sharing tab.
5. Select Add sharing invite. 
   
    
6. Select available options:
   • Another Zendesk Support Account
   • A Third-Party System
     
      
7. For sharing with another Zendesk Support Account:
   • Enter Partner Zendesk domain.
   • Set the Comment and status permissions from the dropdown.
   • Set the Tag synchronisation from the dropdown.
   • Set the ability to allow he syncing of custom fields.
   • Select Send invite. 
     

To Share a Ticket: 

NEED TO ADD SCREENSHOTS WHEN POSSIBLE & CONFIRM STEPS

1. Open the ticket you want to share.
2. In the ticket properties panel, click Share ticket with and select the desired account.
3. Click Submit to share the ticket.
    

To Unshare a Ticket: 

NEED TO ADD SCREENSHOTS WHEN POSSIBLE & CONFIRM STEPS

1. Open the shared ticket.
2. In the ticket properties panel, click Share ticket with and select Unshare.
3. Click Submit to unshare the ticket. 
    

Important Notes:

• Permissions and account settings may affect your ability to transfer or share tickets.
• For detailed instructions and specific configurations, consult the Zendesk help documentation, such as the articles on "Manually assigning a ticket" and "Sharing tickets with other Support accounts". 
   

For additional information on transferring and sharing tickets, please review the following Zendesk Help support articles: 

• Manually assigning a ticket
• Sharing tickets with other Support accounts