Shared Tickets lets you collaborate on the same ticket with the external partner, while keeping your internal workflow and ownership intact.
What Shared Tickets enables
Invite/assign an external partner account to a specific ticket
Share selected ticket fields with that partner (only what’s relevant)
Give the partner a task/action to complete (e.g., confirm pickup, inspection result, provide documentation)
Track progress without losing context or creating duplicate threads
How it works (high level)
You open an existing ticket.
You choose Share ticket and select the external partner.
The partner can access the ticket through their partner view (often shown as View shared ticket).
The partner completes the task and provides the needed information, which stays connected to the original ticket.
You can share the same ticket as many times as you like.
Typical use cases
Service partner needs to inspect a product and report the outcome
Carrier needs to confirm pickup / delivery milestones
Installer needs to schedule a visit and confirm completion
Warehouse needs to confirm receipt / condition of returned goods
Permissions & control
Shared Tickets is designed so you can control:
Who gets access (specific external account)
What they see (selected fields)
What they can do (the assigned task/action)