Admins can assign tickets to any group. Agents can assign tickets manually or through a macro to any group they belong to, provided they have the appropriate permissions, or if an admin or an agent in a custom role with permission has enabled group reassignment in ticket settings.
To enable agents to assign tickets to any of their groups
- (Team and Professional) In the agent's profile, set Access to Tickets
in agent's groups.Note: On Team and Professional plans, when you restrict agent access to tickets within their group, those agents can no longer update end user information or add end users to tickets.
- (Enterprise) In the custom role for the agent, set their ticket access to Within their groups or higher.
To enable agents to assign tickets to any group
- (Enterprise) In the custom role for the agent, select Within their groups and Assign ticket to any group.
To enable agents to reassign tickets back to their group
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - Click Assignments and notifications to expand it.
- Select Allow reassignment back to the general group.
- Click Save.