How to not let certain agents close tickets?
Modified on: Fri, 28 Jun, 2019 at 4:11 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 can create an automation rule that will help reopen any ticket that is closed by specific agents under Admin > Automations > Ticket updates tab > New Rule.
When an action performed by...
Agent > mention the agents
Involves any of these events:
Status is changed from > Any status > to Closed
On tickets with these properties:
set your conditions
Perform these actions:
Set status as > Open
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