Custom field with Groups/Agents or Multiple assignees at one time
We need a custom ticket field that lists the agent groups and names similar to the Assignee field. This would help if consultancy is needed from L3 or Dev teams without re-assigning the tickets. This is different from Follower since it may contain many other internal users and cannot filter on a single value.
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Hi Ahmed Esmat, I believe this is currently only possible if you manually create and maintain a custom drop-down, for example. Of course, this can be time consuming, even exhausting.
An alternative to avoid having to reassign the ticket while being able to escalate it to the same groups would be using Side Conversation child tickets.
This would allow you to keep the original ticket unchanged by creating a second, internal ticket which you'd use to escalate to another group and/or agent in your account. Additionally, both tickets become linked.
Hope this helps!
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