Assigning Tickets Outside Groups for Restricted Agents
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 access.
To implement this, first create a custom drop-down field for group assignment. Then, set up triggers that fire when a ticket is updated, assigning it to the appropriate group based on the custom field's value. This method allows restricted agents to assign tickets while maintaining data security. For more details, check the originalZendesk article.
More related questions
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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