Prevention of agents to create tickets as themselves as the requester

Hi Joseph Lee,

I haven't come across this use case since most of the Zendesk accounts I've seen want the Agents to be able to open tickets as the requester to ask for something from another team.

That said, in your use case, you can set up a trigger that looks for the Current User is Agent and Requester is Current User.

I'd add tags to the ticket and send off an email either to them and/or yourself to ask them to update the requester.

Many times the Agents sets themselves as the Requester by accident since that's the default behavior when you don't select a Requester in the first place....

There is a use case...

We for example want agents not to create new cases, because cases that they create themself are often directly assigned to another group, we can't label the ticket based on the agent "DEFAULT GROUP".

That means that the ticket track is lost once its assigned to another unit...

We would also like this feature.

We have some agents with varied amount of expected ability- in one Group we would like them to be able to create tickets, and the other group cannot create tickets at all, nor assign themselves to tickets they can see- only having tickets assigned to them by others.

This is because we are having to give full Agent access to those who would otherwise be Light Agents, but Light Agents do not have enough control, so unfortunately we are stuck giving full licenses. We need something inbetween Full and Light.

We would also immensely appreciate this feature.  Here is a use case:

We use Zendesk for end-user support.  Our Agents do not use Zendesk to make requests of any other team within our organization, except by assigning a ticket to another Group on behalf of the customer.  The end-user should always be the Requester in our support structure. 

Because agents are human, mistakes can happen, and sometimes they save a ticket without selecting a Requester.  Because this sets the Agent as both the Requester and the Assignee, it essentially orphans the ticket from any others for the customer, resulting in missing information/interactions for chronic issues that may unfold over a series of merged tickets and follow-ups.  This also causes issues when we have system incidents and need to provide an update en masse on all incident-related tickets.  In the event of incident-related tickets where Agent = Requester, the notification emails go to the Agents who mishandled them instead of the customers.

The suggestion of using a trigger allows for the monitoring and correction of a mishandled ticket, but only if the recipients of the emails actually monitor them and take corrective action.  We use a trigger like this and have for at least a couple of years.  We also use Dashboards and Views, but all of these options are just monitoring after the fact and do nothing to help with prevention.  We truly need an option to prevent agents from ever doing this in the first place.