Assigning a ticket to a different restricted group/person for security reasons
Background: My client has many levels of CX personnel, some new and some very experienced. We are a security company.
Problem: We noticed that, despite all the training, some CX personnel automatically click on attachments and may even type the passwords supplied in the text. These tickets are shared and many CX people take over from each other.
Thoughts: Is it possible for a CX person to move the ticket to another group, say S (for security). This ticket can now be opened ONLY by members of the S group.
I am looking for a workaround or some feature that will help move these tickets out of the main group. Some of my security experts can then examine the attachments and other text and respond appropriately.
All suggestions welcome.
I think this workflow might be helpful for you: Workflow recipe: How can restricted agents assign tickets to agents outside of their groups?
Thank you. I studied your documentation to find a way to quarantine tickets in a way that allowed analysis by our team at leisure but could not find anything that has been released; I believe you are working on some thing like what I really wanted.
I think your proposal may work. I'll advise my client and report back. Thank you for support.
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