Sharing Agreements

What Are Sharing Agreements?

Sharing agreements enable ticket sharing between two Zendesk instances. They allow support teams in different organisations to collaborate on tickets by sharing them across account boundaries.

What Configly Captures

For each sharing agreement, Configly stores:

• Agreement name
• Partner instance -- the remote Zendesk instance
• Sharing type -- inbound, outbound, or bidirectional
• Status -- active, pending, or inactive
• Created and updated timestamps

Feature Support

Tips for Admins

• Review sharing agreements regularly to ensure they're still needed
• The health check flags sharing agreements with unexpected statuses
• Use snapshot comparison to track when agreements change status

Related Objects

• Brands -- sharing may be scoped to specific brands
• Triggers -- rules that may act on shared tickets