I have posted this as a request in the Product Feedback discussions forums, as support has suggested this is not available OOTB, however, I wonder if other have a workaround for this?
I'm looking for a way to flag users/customer who should not receive support. We don't want to block ticket, but suggest they contact us for further options.
If there is something native then great, if not, is there something you provide as a Plug in app?
I do wonder if we could somehow leverage users fields into the automation/macros you offer, or if we would need to dig deeper. I am no developer, but have dabbled at an amateurish level.
Effectively, we would need to simply add an internal note, as many of our agent do not use the Web Interface, therefore this will generate an email out to agents informing them of such.