Assign Tickets Outside Groups - Frequently asked questions
Discover how restricted agents can assign tickets to agents outside their groups. Explore common questions and solutions for managing ticket assignments effectively.
Frequently asked questions
How can restricted agents assign tickets to agents outside their groups in Zendesk?
Restricted agents can assign tickets outside their groups using triggers and custom fields. By creating a custom ticket field and setting up triggers, restricted agents can effectively reassign tickets to other groups without needing direct…
What is the purpose of creating a custom ticket field in Zendesk?
A custom ticket field helps manage ticket assignments across groups. It allows restricted agents to specify which group a ticket should be assigned to, even if they don't have direct access to that group. To create this field, navigate to Admin…
How do triggers help in assigning tickets to other groups in Zendesk?
Triggers automate the process of reassigning tickets based on custom field values. They ensure that tickets are assigned to the correct group when updated, regardless of the agent's permissions. To set up a trigger, go to Admin Center, select…
Can restricted agents view tickets after reassigning them in Zendesk?
Once a ticket is reassigned to a group outside a restricted agent's access, they can no longer view it. This maintains data security while allowing necessary ticket reassignment. The workaround using custom fields and triggers enables restricted…
How can I troubleshoot if my Zendesk triggers aren't working?
If your triggers aren't working, ensure all conditions and actions are correctly set. Double-check the custom field values and trigger conditions to ensure they match. If issues persist, consider reaching out to Zendesk support for further…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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