Is there any way, we can block agents from reassigning their tickets to others?
Modified on: Wed, 5 Jul, 2017 at 9:03 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
You have a well-maintained workflow where the agents need to work on the tickets that are assigned to them. This is why you would like to prevent the reassignment of tickets. This generally cannot be prevented with the roles and permissions given to an agent, however with the aid of a feature called "Roles" which is available from the Estate Plan onwards.
Please navigate to Admin -> Roles and choose the appropriate actions for an agent role - while checking the boxes - please leave out the box that says, "Edit ticket properties." This would disable the agent from changing any of the ticket properties which includes agent as well.
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