Sharing Tickets Across Departments

Sharing Tickets Across Departments

In customer service, some tickets require the collaboration from multiple departments to provide a quick and complete resolution. Being able to share the ticket with the respective team or agent, rather than relying on informal ways of conveying the message, helps retain the context, reduces manual errors, and systematically track the progress. 

For example, a customer contacts the support team for a delayed shipment without providing the tracking details. If the customer is not reachable or has lost the tracking details the agent can share the ticket with the logistics department and retrieve the tracking details, reason for delay, and ETA, thereby providing a faster resolution.   

Consider another example when a ticket lands in the wrong department, and company policy restricts transferring tickets, the agent can share the ticket with the correct department for further action without violating the policy.

Availability
InfoPermission Required
Users with the Support Admin profile can enable the permission to share tickets under multi-department.          
Check Feature Availability and Limits


Setting access levels for shared tickets

While sharing a ticket, it may sometimes be important to mask sensitive information or protect customer details from been accessed by multiple users. To facilitate limited access, the agents can choose whether to provide full access, restricted or read-only access to the ticket.   

The agents with whom the ticket is shared CANNOT modify the Ticket status and Assignee details irrespective of the level of permission. 

Full Access: Agents can have full access to tickets except changing the ticket status and the assignee details. This access can be useful when the agents from the child department have to reply to the ticket. By default, the sharing permission for all departments is set to "Full Access"
For example, if a technical support agent has to troubleshoot an issue, they can reply to the customer without modifying the ticket's status and ownership.

Restricted Access: Agents can leave private comments and forward conversations internally but cannot directly reply to the customer.  This permission is useful for internal discussions and escalations without revealing sensitive information to the customer. 

Read-only Access: Agents can view shared tickets and leave private comments, but cannot respond to customers. This permission level is useful when the agents want input from another team to resolve the customer's issue. For example, the debug team can share the issue with the agent, who can then reply to the customer with a possible solution. 

Sharing tickets with multiple departments 

A ticket can be shared with multiple departments, each with its own level of access. This ensures that:
  1. Departments can collaborate as per their expertise and responsibilities.
  2. Agents can access information that is relevant to them.
  3. Unnecessary data modification and data exposure can be avoided. 

For example, a customer contacts the bank’s customer support team to report a potential fraudulent transaction on their account. The agent opens a ticket to look into the issue and shares it with the security department and compliance department. 

The security department agent is given Full Access, allowing them to review all transaction details and interact with the customer to resolve the issue, but they cannot modify the ticket status or change the assigned agent. At the same time, the ticket is shared with the compliance department to ensure that all actions comply with banking regulations. The compliance department agent is granted Restricted Access, so they can view the ticket and leave private comments for internal review, but they cannot reply directly to the customer. 

Lastly, the customer’s relationship manager is given Read-only Access to stay informed about the situation but cannot interact with the ticket directly. This ensures that sensitive financial information is protected, while each department can contribute according to their role.
Notes
Note:
  1. A ticket can be shared with more than one department, each with its own level of access.
  2. The receiving department (child) cannot further share the ticket with another department.
  3. All the shared ticket information will remain synced between the tickets in each department.                                             
To share a ticket:
  1. Navigate to the Ticket module.
  2. Open the required ticket.
  3. Click on the More Icon (...)
  4. Select the Share option.
    1. Alternatively, the user can share the ticket by clicking the Share Ticket icon  in the iBar. 
  5. The Share Ticket window will slide open in the left panel. Select the desired departments from the drop-down menu to share the ticket.
  6. Specify the sharing permission level for each department.
  7. Click Share.

Viewing shared tickets 

 A shared ticket will not be created as a new ticket in the other department. The agent can only access all the tickets shared with their department from the Shared ticket view under All Views.

The agent can also access the shared ticket from the ticket detailed page by clicking on the share icon in the left panel. The icon also displays the department from which it was shared from and the level of access.


Notes
Note:
  1. The agent cannot access the shared tickets from any other view except the Shared Tickets view.
  2. The agent cannot un-share or modify permissions of a shared ticket from inside the child department.                                 

Unsharing Tickets

If a ticket is no longer relevant to a particular department or team, un-sharing helps reduce clutter.When you un-share a ticket that you had shared with the child department, it will no longer appear in the Shared Tickets view of the child department.  

To un-share a ticket:
  1. Open the desired shared ticket to unshare.
  2. Click the Shared badge in the left panel.
  3. The Share Ticket window will slide open. Click the corresponding Delete icon of the department to unshare.
  4. Click Unshare to confirm the selection.

Creating a custom view for shared tickets

For ease of access and better visibility, users can create a custom view to see all the tickets that have been shared with others. Screening these tickets can help identify the reason for sharing tickets and streamline the assignment process by fine tuning the criteria. This is reduce the time taken to redirect the tickets to another department. 

You can also add additional conditions, such as "Status" is OPEN, only to view the shared tickets that are currently open. You can also define the visibility settings for your custom view.


 Notifying agents of shared tickets

Admins can notify agents when a ticket is shared with them to ensure prompt resolution. For example, a ticket related to a critical system outage is shared with the IT support department. With email notification is enabled, all IT agents will be alerted instantly. This enables them to coordinate and respond quickly.


Notes
Note:
  1. Admins have the privilege to enable this setting for your department if it is currently inaccessible.
  2. The email or the SMS template for this notification can be customized by clicking the Edit icon next to the toggle. 

To enable email notification 
  1. Navigate to Setup > Customization > Notifications.
  2. In the Notification Rules page, select the desired department from the drop-down.
  3. Toggle the Receiving a shared ticket notification to ON under Department Notifications.


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