Agent's cant move ticket to other Groups with access to all?



  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    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.

  • Jason Schaeffer
    Zendesk Customer Care
    Hi Kris,
    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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