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Share a ticket into a channel in another workspace when a second team needs to work the same request. The ticket keeps its home channel, its ID, and its owner. The other workspace gets full access to it, and you can take that access back at any time.

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How sharing works

A share adds a second place the ticket appears. It does not copy or move anything.

The ticket stays where it is

The ticket keeps its home channel, its owning workspace, and its ID. A ticket numbered IT-482 is still IT-482 in every workspace it is shared into.
You share into a channel in a different workspace. Your current workspace is not offered in the picker, because the ticket is already there. To move a ticket between channels in your own workspace, move it instead.
Everyone who can work the destination channel can open the ticket, reply, and change its attributes. There is no read-only share. Updates made from either side are the same ticket, so both teams always see the same state.
In the ticket’s home workspace, a banner reads This ticket is shared to with a chip for each destination workspace. In a workspace it was shared into, the banner reads This ticket is shared from and names the home workspace.
Sharing and unsharing both record a timeline event naming who did it and which workspace was added or removed.
Unsharing removes the destination’s access and leaves the ticket untouched. Nothing about the ticket’s history changes.

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Share a ticket

1

Open the ticket's actions

On the ticket, or from a ticket list row, open the actions menu and select Share.
2

Pick the destination workspace

Choose the workspace that needs access. Your own workspace is not in the list.
3

Pick a channel in that workspace

Choose the channel the ticket should appear in. Channels the ticket already reaches are greyed out and marked Shared.
4

Share

Click Share. The ticket appears in the destination channel immediately, and both sides gain the banner.
Sharing the same ticket to the same channel twice does nothing. Share it to a second channel, in the same workspace or a different one, and it appears in both.

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Share several tickets at once

Select tickets in any list, then choose Share from the bulk actions menu and pick a destination workspace and channel. Bulk share does not grey out channels a ticket already reaches; those tickets are simply left as they are.

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Where a shared ticket shows up

The destination workspace’s ticket lists, views, and searches include shared tickets alongside the tickets it owns. Filter a view to a single channel and shared tickets narrow to that channel too, so a share never leaks into a channel it was not shared to.The ticket keeps its home channel’s prefix everywhere, which is how you can tell a borrowed ticket from a native one at a glance.

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Unshare

Who unshares, and from where, decides what happens:
  • From the ticket’s home workspace, remove a workspace chip in the This ticket is shared to banner. That workspace loses access to the ticket in every channel it was shared into.
  • From a workspace the ticket was shared into, remove the chip in the This ticket is shared from banner, or use Unshare in the ticket’s actions menu. Your workspace loses access, so Ravenna returns you to your ticket list.
  • From a ticket list, use Unshare on a row. The action only appears on tickets your workspace holds through a share.
Both paths ask for confirmation first, and both record a timeline event on the ticket.

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Share a ticket from a workflow

The Share Ticket workflow action does the same thing on a trigger, so requests can reach a second team without anyone routing them by hand. Pick the destination workspace, then a channel inside it.
A workflow share is attributed to the destination workspace’s bot user in the ticket timeline, not to a person. A manual share is attributed to whoever performed it.

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Sharing, moving, and linking

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Limitations

  • Moving a ticket into a workspace it was already shared to clears that share, so the workspace that now owns the ticket does not also appear to borrow it. Shares into other workspaces survive the move.
  • A ticket can only be shared inside its own organization.
  • Archived tickets cannot be shared or unshared. Unarchive first.
  • A ticket cannot be shared to the channel it already lives in.
  • Guests cannot share or unshare. You need to be a member or admin of the workspace.
  • Sharing is not available to Copilot or over the MCP server. Use the app, the REST API, or the workflow action.
  • There is no read-only share. A destination workspace can change the ticket.
Last modified on September 7, 2026