Preventing agents from stealing tickets from each other

3 Kommentare

  • Michelle Z.

    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 group

    Allows a ticket to be reassigned from an agent back to the agent's group.

  • Shayan Moussawi

    You could also check the Ticket log to see who reassigned the Ticket, and then approach the agent directly about it.

  • Ahmed Zaid
    User Group Leader Community Moderator

    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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