Question
I don't want my agents to be able to reassign tickets to other agents. When I assign a ticket to a specific agent, how can I prevent this agent from reassigning it to a different agent?
Answer
To prevent agents from being able to reassign tickets to other agents or groups, create a workflow based on a trigger.
To set up a trigger to prevent ticket reassignment
- Create a trigger.
- Enter a title for your trigger, for example,
Prevent Ticket Reassignment
. - Add the following conditions and actions for your trigger:
- Below Meet ALL of the following conditions, select Add a condition:
- Object > Ticket > Ticket | Is | Updated
- Object > Ticket > Assignee | Changed from | (current user)
- Add these Actions:
-
Object > Ticket > Assignee | Is | (current user)
-
Object > Ticket > Assignee | Is | (current user)
- Below Meet ALL of the following conditions, select Add a condition:
- Click Create.
Tickets are reassigned back to the agent, if the agent attempts to change the assignee field on a ticket. If the agent assigns a ticket to themselves or picks up an unassigned ticket, the trigger doesn't run, and the ticket is assigned correctly.