SYNETIQ Limited

How do we get this to work with Chat?

 

Hi,

When an agent is in a group they have access to those tickets, but they cannot assign to another group if the ticket comes in from the wrong channel.

For example Agent A is in Channel A and is only authorised to see tickets in Channel A which is their department.

A ticket comes into Channel A but is actually meant for Channel B, the agent cannot move this ticket into Channel B as they are not a member of Channel B.

The only way we can find to allow this movement of ticket is to all access for Agent A to all tickets, but there is a security, privacy and GDPR concern here as Agent A is not authorised to see all tickets from all channels.

Has anyone found a way to allow Agents to relocate a ticket into another group they are not a member of?