How can I prevent agents from reassigning tickets to other agents?

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, you can create a workflow based on a trigger.

To set up a trigger to prevent ticket reassignment

1. Create a trigger.
2. Enter a title for your trigger, for example, Prevent Ticket Reassignment.
3. Add the following conditions and actions for your trigger:
   
   • Meets all of the following criteria:
     • Ticket | Is | Updated
     • Assignee | Changed from | (current user)
   • Perform these actions:
     • Assignee | Is | (current user)
       Alternatively, to prevent any user from reassigning a ticket, add the action: Assignee | Changed.
       
4. 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.