Share FAQ
Share sends a link to a record — a Service Desk ticket or comment, a Mango CS account or recap, or a Workspace post — to a place where people will see it. It is on the record’s page, on the desktop and on the phone.
Sending
What does the other person see?
The record’s title, the line you write in “Say something” (optional, up to 500 characters), a link back to the record, and who shared it. The record’s body, description and comments never leave. An internal note, a Workspace post kept from members or clients, and a grievance go out with no title at all — only your line and the link.
Where can I share to?
The places your company has turned on: Email a colleague, Workforce chat (a room you are in, or a new direct message), Text a colleague, and any Teams or Slack channel, MangoApps Hub group or MCP server an admin connected. The panel lists only what you can post to.
Who can I send it to?
Only colleagues who can open the record themselves. Share checks this before sending and tells you if they cannot, with your line kept. A text also needs a verified mobile number, and each one uses the company’s platform credits. Nobody is emailed or texted who turned that off in their own settings.
Why does it say “Already sent”?
The same record went to the same place, with the same title, in the last ten minutes — a second press is treated as a double click. If you deleted the first post there, press Remove on its “Shared to” line, then share again.
It says “It may have arrived”. What do I do?
The other system took the post but did not answer in time. Check that place before you share again, so it does not arrive twice.
Afterwards
Where can I see where something went?
Under the record, a “Shared to” line lists each place, who sent it and when. A shared comment carries its own line under the comment.
How do I take a share back?
Press Remove on its “Shared to” line. The person who shared it and admins can remove it. A Workforce chat message is deleted from the room, and a Teams or Slack post or a MangoApps Hub post is deleted there when that system allows it. An email or a text cannot be recalled: Remove takes the line off the page, and says so before you confirm.
What happens if the record is deleted?
A deleted ticket, comment or recap takes its “Shared to” lines with it — a ticket takes its comments’ too. What was sent stays where it went, and its link stops working; the delete confirmation says so when something was shared. A Workspace post moved to Trash keeps its lines, and its link works again if the post is restored.
For admins
How do I turn sharing on?
Under Admin › Integrations. Email, Workforce chat, Teams, Slack and MangoApps Hub are switched on the Messaging page; email is on until you turn it off, and so is chat once the Chat app is on. An MCP server is switched on its own page, on its Sharing card: pick the tool that posts, fill in which of its inputs takes the link back (and the place id, when a tool lists places), then turn Sharing on. Texts follow the company’s SMS setting.
Can people only see the channels they belong to?
Yes, for Teams and Slack: on the connection’s page, turn on Only offer channels the sender belongs to. Channels a sender is not in are left out of their list.