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Agent's cant move ticket to other Groups with access to all?
Posted Jan 05, 2022
Hi,
When an agent is in a group they have access to those tickets, but they cannot assign to another group if the ticket comes in from the wrong channel.
For example Agent A is in Channel A and is only authorised to see tickets in Channel A which is their department.
A ticket comes into Channel A but is actually meant for Channel B, the agent cannot move this ticket into Channel B as they are not a member of Channel B.
The only way we can find to allow this movement of ticket is to all access for Agent A to all tickets, but there is a security, privacy and GDPR concern here as Agent A is not authorised to see all tickets from all channels.
Has anyone found a way to allow Agents to relocate a ticket into another group they are not a member of?
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5 comments
Jason Schaeffer
Thanks for reaching out! I am afraid what you are explaining is expected behavior. If the Agent is not a part of the group and you have their ticket permissions set to only tickets within their groups, then they will not have the option to reassign to a group they are not a part of.
One suggestion would be to have a Triage system wherin a user with access to all tickets can get the tickets assigned to the correct group from a general queue to avoid ticket misfiring to an incorrect area.
Otherwise agents can still direct assign a ticket to any agent so they could assign to an agent in the correct group and then the agent could assign to the group directly or work the ticket.
Aside from that, the only surefire way to prevent this is expanding the users ticket permissions.
I hope that is useful! Have a great day.
Thank you,
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Lou
Maybe use a drop-down field and a trigger? Set drop-down to Group B, trigger fires and assigns to Group B. I haven't tested this, but I'm pretty sure it will work.
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Community College of Beaver County
Can confirm - tested Lou's idea and it worked! We can now limit users to ONLY their respective groups, and we created a non-mandatory trigger for any group transfer.
Thanks Lou!
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Karina Caro
Hello, Lou and Community College of BC.
Can you walk me through how to set this up. I have a trigger and a Macro but it wont work unless I give the agent access to see all tickets. Have you set all your agents to access all tickets? or Tickets in agent's groups?
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Noly Maron Unson
Hi Karina,
The idea behind Lou's suggestion is to use a dropdown ticket field.
For example, I created a dropdown field named "Route Field" and the value names correspond to the Groups I have:
Using this field, I can create a Trigger that routes the ticket to a group depending on the field value set by agents.
However, you will have to create a trigger for every field value.
Hope this helps.
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