How to share a ticket in Zendesk with HR?

 

How to share a ticket in Zendesk with HR?

Concierge - Level 1, will share a Zendesk ticket when HR needs to address the Sun Team Member’s issue. This will create a tether between the two Zendesk instances as HR has their own Zendesk instance due to the sharing of sensitive information.

Please note, the ticket numbers will not be the same for HR as they are for the Concierge Team. The Concierge agent will share the ticket to the HR zendesk instance for further action. The Concierge agent sharing the ticket with HR, should always press ‘CC Me’ to keep updated on the shared ticket status.

Important Zendesk Ticket Sharing Information

• The requesters ticket will remain in the HR - General Support View until the HR Assignee ‘solves’ the ticket.
  • It will then be removed from the assignee’s (the other department's) group.
• Do Not Unshare a Ticket.
  • Otherwise, the ticket on the assigner’s side (HR - General Support View) will remain in an ‘open’ status and will not reflect as ‘solved’ or ‘closed’ unless the tickets are audited and closed on the assigner's end.
• The CC Me feature allows the Assignee to be notified when the ticket status changes or when public or internal notes are added to the ticket.

Sharing a Zendesk Ticket with HR

1. Click the appropriate ticket title in the Zendesk home dashboard.
2. Select HR - General Support from the Assignee dropdown menu in the upper left hand corner
   • Please note, do not assign the ticket to a specific person, only to HR- General Support.
3. Click CC Me to add yourself to the ticket so that subsequent action can be taken in our Zendesk instance.
   • Allows the Assigning Member of the Concierge Team to receive updates.
   • Gives the Assigner the ability to keep tabs on new information.
   • Without CC Me, the Assigner will not know what happened.
4. Select Sun Communities @ Zendesk in the left sidebar of the screen in the Sharing field
   • 
5. Select the arrow in the lower right hand corner and mark the ticket as Open in the Status drop down menu.