How to set up Shared Ownership? :

Last updated: 2021-06-25

You would have to install the Shared Ownership App on your account as shown in this solution article.

After this is done, there are two steps involved.

1\. Map internal groups to a ticket status:

Go to Admin > Workflows > Ticket fields

Excluding the 4 basic statuses of ticket, map the custom statuses underMapped Internal Groups.

NOTE: Don't forget to includeCustomer responded.

2\. Set up automation rules to make sure everyone's in the loop:

Go to Admin > Workflows > Automations > Ticket updates > New rule

Set up a new automation rule as below:

When an action is performed by

Requester

Involves any of these events

Reply IS sent

On tickets with these properties

Status is NOT > Open OR Waiting on Third party OR Waiting on Sellers team

Perform these actions:

Set status as > OPEN

Send email to Agent > Assigned Agent