Recent searches


No recent searches

Enabling agents to assign tickets to their groups



image avatar

Jacquelyn Brewer

Zendesk Documentation Team

Edited Jun 21, 2024


0

13

13 comments

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


image avatar

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


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

1


image avatar

Christine

Zendesk Engineering

Hi jwill,

I created a ticket on your behalf. Please check your email for updates! Thanks!

0


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

0


image avatar

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.

0


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


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:

2


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


image avatar

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


Several groups I created don't show up in the groups drop down list when I am trying to add them to a View and I can't figure out why.  Any thoughts?

 

0


Hello,

I am an organization administrator, and I created another organization through the API (using Basic Auth of this administrator). However, I am not a member of this organization. Can I use the API to assign tickets to the organization I created during the process of creating a ticket using the organization_id?

0


I want to assign tickets to a specific agent only. However, the group is always included. How to set it up to assign tickets to a specific agent only?

 

0


Please sign in to leave a comment.