Issue with Agents taking tickets from other groupsRépondu
Having a bit of a hard-to-explain issue here. We have about 115 agents spread across 30 groups. Often those agents are requesters to tickets in other groups of which they are not members. Two things are happening:
1. Those agent-requesters can't see the group or assignee of the tickets they request when the ticket is in a group they don't belong to. We don't want them to be able to assign tickets to other groups (so they must go through the proper email channels), so we disabled the "Agents can assign to any group" option in their roles. But we DO want them to be able to see who their ticket is assigned to, even if it's just a group name.
2. A bigger issue is that those agent-requesters often "Take" their tickets back to themselves and their own group in what I call "stealing the ticket." This results in the intended group/agents no longer see those tickets, which means lower ticket count, and not being able to refer back to them later.
So aside from procedural training, I'm looking for some advice/feedback on how best to address these 2 issues:
1. Allow agent-requesters to see what group their tickets are assigned to
2. Prevent agent-requesters from reassigning tickets from other groups back to themselves and/or their group.
I'd be happy to provide more specific examples if need, but I'm at a loss on how to approach the issues.
That is a bit of a tough one, for sure! One thing that might help is to leverage the "My Activities" portal in the help center. This would allow users to see their tickets without giving them the ability to reassign them. The other thing that comes to mind is to leverage Explore to create dashboards that report on things like tickets by group to give some visibility into queues without exposing the tickets themselves. Hope this helps!
Hi William Bray,
I agree with Brandon on the My Activities page on the portal, but I could see that as an inconvenience to Agents possibly.
My thoughts are that you can add a placeholder to your trigger that sends the "your ticket has been received" email that identifies which Group it has been received by. That might help a bit.
Additionally, although it might be cumbersome to set up, I'd recommend thinking about putting in a series of triggers that alerts you to correct this behavior. Basically look for when the Assignee AND Group changes and then add a tag, and send yourself (or a group of people, maybe managers?) and let them know this agent is going outside of the process, please retrain.
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