How can I prevent agents from reassigning tickets to other agents?

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6 Comments

  • Yolande Geyser

    It works great, thanks.

    However, how do I exclude the admins?

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  • Ben Van Iten
    Zendesk Community Team

    Hi Yolande Geyser,

    If you would like for administrators to still be able to do this, you can add trigger conditions that look like this to the Meet All section:

    You can add as many users as you need. Unfortunately there isn't a trigger condition that can lump in all administrators into one.

    I hope this is helpful!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Yolande Geyser,

    I would recommend utilizing Groups in support to achieve this. By adding all agents to that group and having this trigger only impact members of the agent group, you should be able to accomplish this. I've linked an article below that goes into detail on this issue.

    Creating, managing, and using groups

    Best regards. 

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  • Wycherley Wei

    Hi Zendesk Team,

    Thanks for your sharing. 

    In my mind, Mr Devan - Community Manager has proposed a very good solution. 

    I have implemented this solution in my side. However, it doesn't work here. Kindly have a look.

    The configurations of the trigger is just as the following:

    I have used one of the agent's account out of the CS management team's group to test. It still can reassign tickets even after the trigger is active. Kindly suggest.

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  • Wycherley Wei

    Hi Zendesk team, any update for this issue?

    0
  • Ekaterina Sumolaynina
    Zendesk Customer Advocate

    Hello Wei,

    I created a ticket to investigate your individual case, please check your email. Thank you!

    0

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