Shareable tickets are available on all plans.
What
Shareable tickets allow agents to share individual tickets with other agents who do not have access to the inbox the ticket belongs to.
Why
  • Collaborate on specific tickets without changing inbox permissions.
  • Give teammates visibility into customer issues that need their input.
  • Avoid granting inbox access when someone only needs to help with a single ticket.
Who
  • Agents and admins can share tickets with other agents.
  • Agents can access tickets shared with them under My Tickets > Shared with me.
When
Use shareable tickets when another agent needs to collaborate on a specific ticket but does not need access to the full inbox.

How shareable tickets work

  • An agent can share a ticket with another agent who does not have access to the inbox the ticket belongs to.
  • The agent the ticket is shared with can work fully on that ticket (view, edit, reply, schedule).
  • Sharing a ticket does not give the agent access to other tickets in the inbox.
  • Shared tickets appear under My Tickets > Shared with me.

Before you start

Shareable tickets support ticket-level collaboration without changing inbox permissions.
  • First, an admin will need to enable ticket sharing within Site Settings > General.
  • You can share a specific ticket with an agent even if they do not have access to the inbox it belongs to.
  • Agents the ticket is shared with have full access to work on that ticket.
  • They can reply, add notes, update ticket fields, and change ticket conditions such as inbox or tags.
  • Agents and admins can see who the ticket has been shared with and can add or remove agents.

Share a ticket

You can share an individual ticket directly from the ticket view.
  1. Open the ticket you want to share.
  2. Click Share in Shared with section in the ticket options panel.

  3. Select the agents you want to share the ticket with.

The selected agents can now access the ticket even if they do not have access to the inbox it belongs to.

View tickets shared with you

If another agent shares a ticket with you, it will appear in a dedicated view in your ticket navigation.

  1. Go to My Tickets.
  2. Open the Shared with me view.
    This menu item appears only when tickets have been shared with you.
  3. Select a ticket to view the conversation and ticket details.

Manage shared access on a ticket

Agents and admins can manage shared access directly from the ticket.
  • View which agents the ticket is currently shared with.
  • Add additional agents if more people need to collaborate.
  • Remove agents when they no longer need access to the ticket.

Work on a shared ticket

Agents the ticket is shared with can work on the ticket even if they do not have access to the inbox.
  • Reply to the ticket.
  • Add internal notes.
  • Update ticket fields.
  • Change ticket conditions such as inbox or tags.
  • Schedule replies.

Things to keep in mind

  • Sharing a ticket does not give the agent access to the rest of the inbox.
  • The shared ticket appears outside the inbox hierarchy under My Tickets > Shared with me.
  • Forwarding is not currently available on shared tickets.

Scheduled replies and shared access

If an agent schedules a reply on a ticket that has been shared with them, their access must remain active for the reply to be sent.
  • While the ticket is shared with an agent, they can reply, edit the ticket, and schedule replies.
  • If an agent's shared access is removed before the scheduled reply is sent, the scheduled reply is automatically removed.
  • Once access is revoked, the agent can no longer view or interact with that ticket.