I would like to restrict agents from assigning tickets outside their groups, while maintaining access to all public groups.

What problem do you see this solving? (1-2 sentences)

Direct assignment circumvents workflows designed by admins to control escalations in a large enterprise instance. We do not want agents to freely select other groups and their team members to escalate the ticket to.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This is a daily struggle with hundreds of users and high turnover rate. Instead of using macros, or populating appropriate fields to escalate a ticket, agents use direct assignment to other public groups or agents when they shouldn't. This leads to back-and-forth, increased handling time, workload imbalance, agent and customer dissatisfaction.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Private groups: not suitable due to agents still needing access to “view” escalated tickets. For example, if customer has other tickets in a higher tier.

Custom apps to disable assignee field: Not suitable since agents need to “take” tickets in their group.

Custom apps with tickets.save hook and validation: Complex setup with a lof of holes. E.g., sometimes agents need to be able to comment and save tickets outside their group when they are not assignees.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Add “Only assign tickets to groups they belong to” option below, where public groups assignment is de-coupled.