Restricting Agents from Assigning Tickets to Other Groups Outside of Macros

2 コメント

  • Lightricks Ltd.
    Community Moderator

    Hey Maddie F.

    I don't think there's a native way to do this but I think you can use the Zendesk Ticket Field Manager app as a workaround by either hiding the Assignee field or making it read-only. 

    I haven't tried it myself but it is a free app built by Zendesk so probably worth giving it a shot. Let me know if that works! 

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Maddie,

    Yes, this is expected when you toggle off "Assign tickets to any group" on the role level, this will prevent your agents from using the macro that changes the group assignment that he/she's restricted to access.
    The good news is, it is very simple to overcome this problem without turning on the "Assign tickets to any group": you can use Macros and Triggers. 
    In your case, I would say a good thing to do would be to create a macro and a trigger: both can be named as you desire. Basically, the macro needs to add a tag to the ticket instead of assigning it directly to specific group (for instance, "Escalate_to_[Group Name]", but you can use any words' combo you want.
    Then you need a trigger where it checks on update for this tag (example, the first condition would be "ticket is updated", and the second one is "Tags contains" then add the tag you added in your macro). 
    As an action, the trigger needs to assign the ticket to said group. At this point, every time your agents need to assign a ticket outside of their group, they can use the macro like "Escalate ticket to Tier 2", and then press Submit.
    I hope this helps!


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