How can we limit the *closing/solving* of tickets to a specific agent role?


2 Kommentare

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Melissa,

    You can't prevent an agent from setting a ticket to Solved natively but you can create a trigger to reopen tickets solved by agents in a particular group.

    Here's a sample draft for your reference.

    I hope this helps.

  • Melissa West

    I created a similar trigger, and it appears to be working as intended. Thank you so much.


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