Restrict Ticket Forms to Agent Groups in Zendesk
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 form they are not permitted to use. This trigger can then notify the agent and revert the form to a default one.
To set up this workflow, create a new trigger and add conditions to check the agent's group and the ticket form. If the conditions are met, the trigger can send an email to the agent, informing them of the restriction. This method can also be used to manage ticket forms across different brands by associating each brand with specific groups. For more details, you can refer to the originalZendesk help article.
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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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