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Workflow: How to prevent agents from reassigning tickets to other agents



Edited Jan 10, 2025


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6 comments

Hi Zendesk Team,

Thanks for your sharing. 

In my mind, Mr @... has proposed a very good solution. 

I have implemented this solution in my side. However, it doesn't work here. Kindly have a look.

The configurations of the trigger is just as the following:

I have used one of the agent's account out of the CS management team's group to test. It still can reassign tickets even after the trigger is active. Kindly suggest.

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Hi Zendesk team, any update for this issue?

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Ekaterina Sumolaynina

Zendesk Customer Care

Hello Wei,

I created a ticket to investigate your individual case, please check your email. Thank you!

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Any Updates on this?

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Michael Froeming

Zendesk Customer Care

Hi Leo,
 
My name is Michael with Zendesk support.
 
Are you experiencing issues with this trigger? Please feel free to contact our support team, and we'll do our best to help.
 
Best,

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Hello Zendesk team, will this trigger block macro assignment?  I have macros that assign to different groups. I only want to block agents from assigning to other agents via de assignee drop down list.

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