Any way to remove "take it" link?

Not planned

7 Comments

  • Nicole Saunders
    Zendesk Community Team

    Hi Scott -

    There is not a way to hide or remove the "take it" link. It's hard-coded into the system.

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  • Phil Chamney

    I would love to remove this as well.

    When an agent has several groups, this always assigns to the default group.

    Not very useful, in fact, it's usually detrimental.

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  • Gail L
    Zendesk Community Team

    Hi Phil,

    There aren't currently any changes to this feature planned, but more details on the impact it would have on your team are helpful when our product team reviews feature requests. If many more users upvote this request with their own use cases that will up the visibility of the request as well.

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  • Mark Turner

    I agree with Scott & Phil.  We are new users to ZD and are using Macros for Take it! and others for internal ticket movements within the organization.  Our Take it! Macro does more than just assign the ticket to the agent, and the little blue "take it" link above the assignee box is confusing. Trying to steer all agents to use macros--yet when they see and use the "take it" link it's causing issues.  Like Scott &Phil, we have several agents assigned to multiple groups.  Having the option to disable would be great!  

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  • Samuel Enright

    Also agreed here. Like Scott & Phil, we have several agents assigned to multiple groups, and also to multiple brands.  So one agent might have a default group under a specific brand, but when they click take it   (carelessly) then suddenly we find a mismatch between Brand and Group.  This is devastating if it makes it to our partner-facing reports.   Would be best to allow us to remove the option altogether, focus our training & processes on macros / searching for the group name or agent name under Assignee.  

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  • Kate Sheridan

    is there still no way to remove 'take it', for the same reasons mentioned above?

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  • Nicole Saunders
    Zendesk Community Team

    Hi Kate, 

    This functionality has not been changed. It is not currently planned to be changed, as it is not something we have identified as a high priority issue for most customers.

    0

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