Enabling agents to assign tickets to their groups

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10 Comments

  • Ashley

    We have this set up the way explained above, and it is still not working. Any additional information you can provide on how to make this happen?

    1
  • Christine
    Zendesk Engineering
    Hi Ashley,

    I created a ticket on your behalf so we can look into the issue more. Kindly check your email for updates. Thanks!
    1
  • jwill

    I'd like to get an update on this as well. Same issue.

    0
  • Christine
    Zendesk Engineering
    Hi jwill,

    I created a ticket on your behalf. Please check your email for updates! Thanks!
    0
  • Denise von femSense

    How can I grant an agent the permission, to assign another agent of a different group?

    0
  • Dane
    Zendesk Engineering
    Hi Denise,

    In Support Professional plans, the agents needs to have access to all tickets. 


     
    Once set, they should be able to assign it to groups or agents in the group.
    -1
  • Ulises Soto

    Hi Dane

    I would like for agents to be able to reassign to other groups without giving them permission to all tickets due to privacy issues. We have the Professional Suite.

     

    1
  • Ulises Soto

    If you are on the professional plan and want your agents to be able to assign tickets to other groups without giving them access to all tickets, you can do the following:

    I created a Macro that adds a specific tag to the ticket:

    Then I created a trigger that will read the tag once the ticket is updated. This will reassign to the desired group and remove the tag that was added by the macro:

    1
  • Susanne Gaspar

    I just set up a new group. When agents try to assign a ticket to this group via Macro, the group is not entered/accepted and gets thrown out. The agents can also not select this group from the assignee dropdown. They do not see the group. The agents have access to all tickets. Which tweaks do I have to make so all agents can see the group?

    0
  • Anne Ronalter
    Zendesk Customer Care
    Hi Susanne,

    "If the Agent is not a part of the group and you have their ticket permissions set to only tickets within their groups, then they will not have the option to reassign to a group they are not a part of."

    This has to do with the settings that are to see here:
    How can I prevent agents in one group from seeing another group's tickets? 

    I have also found the following Community post about this topic:
    Agent's cant move ticket to other Groups with access to all?
     
    0

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