Preventing agents from stealing tickets from each other
Hi.
There is a problem on my team going on with agents 'stealing' tickets from each other by assigning those to themselves to get the solve.
We do not use auto assignment as it would not make sense in our current setup.
Best I could find is a way to prevent agents from reassigning tickets to themselves, but the ticket ends up unassigned and the thief can then reassign it to themselves.
Any solution to that problem?
Kind regards,
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If they are moving the tickets from one agent's queue back to unassigned in order to then assign the ticket to themselves, unchecking the following ticket setting should help prevent it! Hope that might help :)
Allow re-assignment back to the general groupAllows a ticket to be reassigned from an agent back to the agent's group.
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You could also check the Ticket log to see who reassigned the Ticket, and then approach the agent directly about it.
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Hi Louis A.,
If you are on Enterprise plan, I would recommend limiting agent views and setting up Guided Mode. This way, you can further control what tickets agents can access using their views.
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