How to Share Tickets with Other Requesters
When multiple people need to be involved in a request, it is possible to share your ticket with other people inside of the university.
The UChicago PME Support Portal supports two ways of sharing tickets:
- Creating a link for view-only access to the ticket
- Adding individual people to a ticket to allow them to respond, upload files, and edit ticket details
To create a link for view-only access to the ticket
This option is best when you simply need to share information with another person, but they do not need to collaborate on the ticket with you.
Step 1: After opening the ticket you'd like to share, select "Share".
Step 2: Search for the people you would like to share the ticket with
To add individual people to a ticket to allow them to respond, upload files, and edit ticket details
Step 1: After opening the ticket you'd like to share, select "Share".
Step 2: Search for the people you would like to share the ticket with
Step 3: Click names in the dropdown to add them to the sharing list. Once you have added all names, hit the share button to share the ticket.
Step 4: Alternatively, you can ‘CC’ required people by using the ‘Add CC’ button.
Step 5: If you need to send a URL to someone you have shared a ticket with, copy it from your browser's address bar instead of using the "Copy Link" button in the sharing dialog box. This ensures they see the individual version of the shared ticket, not the public view-only link.
Viewing tickets shared with you in the portal
If someone else's ticket has been individually shared with you, you can easily view it within the support portal by going to your ticket list and selecting the Shared with me option from the dropdown:
FAQs
1. Can I unshare my ticket?
Yes, you can click on the Share button to view the list of people the ticket has been shared with. You can then click on ‘Remove’ next to the person you’d like to stop sharing.
2. What actions can someone a ticket is being shared with take?
Once a ticket is shared with a person, they will receive an email notification. If notifications are enabled, they will get incremental notifications too. They can view all the tickets shared with them from the "Shared with me" view. They can view and add a note to the ticket.
3. Who can I share the ticket with?
Only people who are listed as requesters in the UChicago PME Support portal. Contact PME IT if you need to share a ticket with someone who is not shown in the dropdown.
4. How many people can I share the ticket with?
A maximum of 50 email IDs can be added to the ticket or as a watcher.
Article adapted from FreshService public documentation: Sharing Tickets and Changes with other Requesters : Freshservice