Sharing and printing tickets

Enterprise feature (new in 1.19.4, helpdesk). See the Helpdesk overview.

Sometimes the quickest way to get help on a ticket is to point a colleague at it, and sometimes you need it on paper or as a PDF. The ticket’s … menu now starts with:

• Share with an agent…
• Copy link
• Print or save as PDF… (Ctrl+P, or Cmd+P on a Mac)

then the major incident items, Merge… and Delete ticket…. The menu is there for agents who work the ticket.

Sharing a ticket with an agent

Share with an agent… opens Share #1047:

1. Share with: find and pick one or more agents, up to 10. The list shows every other desk agent, with their teams and whether they are viewing the ticket now or already follow it. People viewing it come first, then the ticket’s team, then other agents who can see it.
2. Message (optional): up to 500 characters (“What should they look at?”).
3. Make them follow this ticket (on): “They’ll hear about new replies and notes.” Someone who unfollowed the ticket earlier stays unfollowed.
4. Share (or Share with 3).

Sharing never grants access. Only agents who can already work the ticket can be picked. Agents who can’t stay in the list, greyed out, with the reason (“Can’t see IT Service Desk tickets”), so nobody wonders where a colleague went. The server checks every recipient again: if any of them can’t see the ticket, nothing is shared.

What happens:

• Each recipient gets a “Shared with you” notice: in the bell (“Ana Kowalski shared #1047 with you”, with the subject, the message and “You now follow it.” when the share made them follow it), by email and by push, as their notification settings and your notification policy say. Shared with you is a new desk event, on for bell, email and push by default.
• The timeline gets one line, “Ana shared this with Sam”, marked Agents only. Requesters, CCs, the portal and follower notices never see it.
• The audit log records who it was shared with and whether they now follow it. The message itself is kept out of the audit log.

Nothing reaches the requester or the customer portal.

The “Shared with you” email

The email uses the template Helpdesk: ticket shared with you (hd_shared), which you can change in Desk settings → Email templates. It carries the ticket number and subject, who shared it, their message, whether the recipient now follows it, and a link to the ticket in the desk.

Replying to the email doesn’t answer the requester. The email has no reply address and isn’t part of the ticket’s thread, like the internal note email. If an agent replies to it anyway, the reply is kept as an internal note on the ticket and nothing is sent to the requester. The email says so: “Don’t reply to this email: the requester never sees it, and a reply is kept as an internal note.”

Limits

• 10 shares a minute and 60 an hour per agent.
• A ticket in the recycle bin can’t be shared: “This ticket is in the recycle bin. Restore it before sharing it.”

Copy link

Copy link (in the menu, and at the foot of the share dialog) copies the ticket’s desk address, such as https://<your-domain>/desk/tickets/1047. It opens only for people who can already work the ticket.

Printing or saving as a PDF

Print or save as PDF…, or Ctrl+P (Cmd+P) on an open ticket, opens Print #1047: “Print it, or choose Save as PDF in the next window.” Ctrl/Cmd+P opens this dialog instead of printing the desk as it stands. While another dialog is open, the browser prints as usual.

Include:

Part	Default
The conversation	Always	“Requester and agent replies, with times.”
Details	On	“Status, priority, team, owner, requester, CCs and dates.”
Internal notes	Off	“Only agents should see these. Leave off for anything you hand to the requester.”
Checklists and linked assets	On
Time logged	Off
Attachment names	On	“Files themselves aren’t printed.”

Print opens the print page in a new tab (/desk/tickets/1047/print), laid out for paper, and the browser’s print dialog opens on it. To make a PDF, choose Save as PDF (or your system’s PDF printer) there.

Never printed: a newbie’s reply waiting for review or returned, and Claude’s reply drafts.

On paper:

• The header: the workspace’s name and the ticket’s team, and “Ticket #1047”.
• The footer: “Printed by Ana Kowalski on 6 Nov 2026, 14:05. Internal notes not included.” (or “included”), and “Page 1 of 2”.
• Messages don’t split across pages. An internal note, when included, has an amber rule and says “internal note”.
• The sheet is always light, even when you use the desk in dark mode, and no desk artwork is printed.

The print page needs an agent who works the ticket, the same rule as opening it in the desk; anyone else gets the not-found page.

One ticket at a time: there is no bulk print.

Printing is in the audit log

Opening the print page records helpdesk.ticket.printed, with the parts included and your IP address. The page writes it as it is drawn, from the parts it actually drew, so saving the page or its HTML is recorded the same way as printing. The same agent printing the same ticket with the same parts within a minute counts once.

In the audit log

Action	Shown as
helpdesk.ticket.shared	Shared a ticket with an agent (who with, whether they now follow it, and the message’s length)
helpdesk.ticket.printed	Printed a ticket (the parts included)

Sharing and printing send no webhook events.