Prevent Cross-Brand Ticket Form Usage in Zendesk
Discover how to use triggers to restrict agents from using ticket forms from different brands in Zendesk.
How can I prevent agents from using ticket forms from different brands in Zendesk?
To prevent agents from using ticket forms from different brands in Zendesk, you can use triggers to enforce brand-specific form usage. Each brand can be supported by a designated group, and you can set up triggers to ensure that only the appropriate group uses the corresponding brand's forms.
Create a trigger that checks the agent's group and the ticket form being used. If an agent from a different group attempts to use a form not assigned to their brand, the trigger can notify them and switch the form to a default one. This approach helps maintain brand-specific workflows and ensures agents use the correct forms.
More related questions
Can I restrict a ticket form to specific agent groups in Zendesk?
You cannot directly restrict a ticket form to specific agent groups in Zendesk. However, you can create a trigger to manage this indirectly. By setting up a trigger, you can identify when an agent from a particular group attempts to use a ticket…
What steps are involved in creating a trigger to manage ticket form usage in Zendesk?
Creating a trigger to manage ticket form usage in Zendesk involves setting conditions and actions to enforce form restrictions. Start by creating a new trigger and adding conditions to check the agent's group and the ticket form. Under 'Meet ALL of…
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