Assign Tickets to Other Groups Without Full Access
How can I enable agents to assign tickets to other groups without full ticket access?
If you want agents to assign tickets to other groups without granting them access to all tickets, you can use a combination of macros and triggers.
Create a macro that adds a specific tag to the ticket. Then, set up a trigger that reads this tag when the ticket is updated, reassigning it to the desired group and removing the tag. This method allows for controlled reassignment without compromising ticket privacy.
More related questions
How can agents assign tickets to their groups in Zendesk?
Agents can assign tickets to any of the groups they belong to if they have the appropriate permissions. To enable this, admins need to set the agent's profile to allow access to tickets in the agent's groups. For Team and Professional plans, this…
What are the steps to allow agents to reassign tickets back to their group?
To allow agents to reassign tickets back to their group, you need to adjust settings in the Admin Center. This involves enabling the option to allow re-assignment back to the general group. Navigate to the Admin Center, click on 'Objects and rules'…
Why can't agents see a new group in the assignee dropdown?
If agents cannot see a new group in the assignee dropdown, it might be due to their ticket permissions. Ensure that the agents are part of the group and have the necessary permissions to view and assign tickets to it. If their permissions are…
How can I prevent agents from seeing tickets from other groups?
To prevent agents from seeing tickets from other groups, you need to configure their ticket permissions accordingly. Set the agent's access to only tickets within their groups. This restriction ensures that agents can only view and manage tickets…
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