Admins can assign tickets to any group. Agents can assign tickets, manually or via a macro, to any of the groups they belong to if they have the appropriate permissions or if an admin has enabled group reassignment in their 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, select Agent can 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 Allow re-assignment back to the general group.
- Click Save tab.
10 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?
I created a ticket on your behalf so we can look into the issue more. Kindly check your email for updates. Thanks!
I'd like to get an update on this as well. Same issue.
I created a ticket on your behalf. Please check your email for updates! Thanks!
How can I grant an agent the permission, to assign another agent of a different group?
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.
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.
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:
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?
"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?
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