Understanding and optimizing ticket forms

Return to top
Have more questions? Submit a request

2 Comments

  • ping Huang

    In Zendesk Support, I have create a lot of ticket form, and different group. Is it possible limit the agent(in one of the group ) only can view one ticket form and set as default? It means that some agent or group can't see some specific ticket form.

    0
  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Ping,

    There is no way to restrict the ticket form to a group (or set of groups), you could use a trigger that identifies any update where an assignee attempts to use a ticket form that they are not allowed to use based on their group. This same logic can be used to prevent agents that support different brands from using a ticket form that belongs to a different brand. In this case, each brand would be supported by a specified group, these groups would then be restricted to specific forms as desired.

    There is more information on this in the article below:

    https://support.zendesk.com/hc/en-us/articles/115004484427-Can-I-restrict-a-ticket-form-so-that-it-can-only-be-used-by-agents-in-a-specific-group-

    I hope that helps!

    Jason Schaeffer | Customer Advocate |

    0

Please sign in to leave a comment.

Powered by Zendesk