It would be great to change Workflow settings of Zendesk to define agents' roles more correctly.
For example, I have groups 'BUGS' and 'SUGGESTIONS' where I collect bug reports and uses' suggestions. Only few, high qualified agents have access to these groups and can work with tickets.
But I would like to give other agents that don't belong to these groups ability to assign tickets to this groups. I suppose it would be great feature.
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