🟩 1. What Is Ticket Sharing?

Ticket Sharing allows you to share a ticket with another department, team, or external organization without transferring ownership. It is used when multiple teams must collaborate on the same issue.

Ticket Sharing helps you:

• Work with other departments

• Share information securely

• Avoid duplicate tickets

• Track progress across teams

• Maintain a single source of truth

🟩 2. Why Use Ticket Sharing?

• When a ticket needs input from multiple teams

• When you want to share information without losing control

• When you need external partners (vendors, service centers) to assist

• When you want to avoid forwarding emails manually

• When you want transparent collaboration

🟩 3. Types of Ticket Sharing in Zoho Desk

1. Department Sharing

Share tickets with another department inside your Zoho Desk portal. Example: Service → Warranty Warranty → Billing E‑commerce → Logistics

2. Agent Sharing

Share a ticket with a specific agent in another team.

3. External Sharing (Help Center / Email)

Share ticket details with:

• Vendors

• Technicians

• Service partners

• Logistics teams

They receive updates without accessing your Desk portal.

🟩 4. How to Share a Ticket (Step‑by‑Step)

Step 1: Open the Ticket

Go to Tickets and select the ticket you want to share.

Step 2: Click “Share”

You will find the Share option in the ticket actions panel.

Step 3: Choose Who to Share With

You can share with:

• A department

• A specific agent

• An external email address

Step 4: Add a Message (Optional)

Explain why you are sharing the ticket.

Step 5: Click “Share Ticket”

The selected team or person will now receive the ticket details.

🟩 5. What Happens After Sharing?

• The shared team can view ticket details

• They can add comments or notes

• They cannot change ownership unless allowed

• All updates appear in the ticket timeline

• You maintain full control of the ticket

🟩 6. When to Use Ticket Sharing (Examples for Kanchan Electronics)

1. Warranty + Service Collaboration

A customer reports a product issue → Service team inspects → Shares ticket with Warranty team for approval.

2. Billing + E‑commerce

Customer requests refund → E‑commerce team shares ticket with Billing for payment processing.

3. Service + Vendor

Technician needs spare parts → Share ticket with vendor via email.

4. Logistics + Support

Delivery issue → Support shares ticket with logistics partner.

🟩 7. Best Practices

• Share only when necessary

• Add a clear message while sharing

• Avoid sharing with too many teams

• Use private notes for internal communication

• Review shared tickets regularly

• Unshare once collaboration is complete

🟩 FAQs

Q1. Can the shared team change the ticket status? Only if permissions allow it.

Q2. Can I unshare a ticket? Yes, you can remove sharing anytime.

Q3. Can external users reply to shared tickets? Yes, via email — replies are added to the ticket.