We know that collaboration is key to providing exceptional customer support and growing businesses, not just with your teammates, but occasionally with external third parties too!

That’s why we’ve added a new ticket share option to our many collaboration features in eDesk. Ticket share enables agents to invite external collaborators such as a fulfillment service or supplier - to join a ticket and work together to provide a resolution quickly and efficiently.

How does it work?

Simply, when you share an eDesk ticket with an external email (collaborator), they will have to verify their access to their email through a uniquely generated code. When verification is successful, a selective preview of the ticket will open in a new tab in their browser, which will be populated with all incoming and outgoing messages. You can also decide if you would like to share customer/order information with them through that preview. Once they have all the context they need, the collaborator will be able to respond to you through the webpage, which you will then see in your eDesk ticket.

How long will collaborators have access to the ticket, and will they be able to contact the customer?

As an added security measure, this preview will only be available for a limited time and then the access expires. Collaborators will also have no way of contacting the customer, and only eDesk users who have access to the ticket can see and send responses to the collaborator.

What happens if I share a ticket accidentally or to the wrong email address?

After the ticket has been shared, you can always click on the cancel button from the message which will immediately invalidate the link and the collaborator(s) will no longer be able to access it. If a collaborator tries to open the link in the email after it has been canceled, they will see an invalid link message on their webpage.

Read our help guide here if you want to find out more about how ticket share works in eDesk.