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Edit/update access only to assignee

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Akanksha Shukla

已于 2023年12月06日 发布

My team desires that once a ticket is assigned to an agent, that agent should be the sole responsible individual authorized to update the ticket, and no other user in the system should have the ability to edit or modify that specific ticket. For example, if a ticket is assigned to me, only I can edit or update that particular ticket. No one else should be able to do it. 

 

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    Shawna James

    Community Product Feedback Specialist

    Hey Akanksha, thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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    Sydney Neubauer

    Zendesk Luminary

    +1 - we had a situation where Agents that had access were changing the requester on the ticket which is against our processes. If the ticket is not assigned to them, they should not be able to do that. In fact, it would be good to restrict who can edit what. Maybe they can edit fields but they shouldn't anything else on the ticket.

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