We have a Tier 1 group that escalates tickets to various groups. Which can be based on a specific ticket form, or specific ticket form conditions. There are a ton of groups available (some are old but we cannot delete them because agents will lose access to all the old, closed tickets). Tickets are accidentally assigned to the wrong group all the time. Would like to only present the specific groups the ticket should be escalated.
We would like the ability to control the groups displayed for reassignment through contextual workspaces. Similar to how the contextual workspace displays specific macros.
If ticket conditions meet X conditions the following 3 groups are presented for group reassignment.
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