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How can we limit the *closing/solving* of tickets to a specific agent role?

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Melissa West

Posted Jul 18, 2023

We have a private brand, with a specific set of agents. The agents work on a tiered support model, Level 1, Level 2, etc.

We want to *only* allow Level 2 agents to close or solve tickets. Any tier can still work the ticket, but Level 2 will do the quality review for marking the ticket as closed or solved.

How can this be achieved?

 

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    Noly Maron Unson

    Zendesk Customer Care

    Hi Melissa,

    You can't prevent an agent from setting a ticket to Solved natively but you can create a trigger to reopen tickets solved by agents in a particular group.

    Here's a sample draft for your reference.

    I hope this helps.

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    Melissa West

    I created a similar trigger, and it appears to be working as intended. Thank you so much.

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