Hello,
Any advice on how to prevent first line agents assigning to a specific internal group(s)?
I have a customer that want to use shared ownership to escalate tickets.
Have set it up like this:
Team 1 Firstline → Global support (internal group) → dev team (internal group)
Firstline should only be able to assign to Global support and not the Dev team.
TIA Daniel
Hi
Greetings from Freshdesk community!
Have you explored the Set ticket field options app yet? This lets you customize options shown on either a dependent or a dropdown ticket field (default or custom) to allow Freshdesk agents to access only those particular values in the dropdown menu.
Do check that out and feel free to drop a note here incase of further assistance :)
Hi
Greetings from Freshdesk community!
Have you explored the Set ticket field options app yet? This lets you customize options shown on either a dependent or a dropdown ticket field (default or custom) to allow Freshdesk agents to access only those particular values in the dropdown menu.
Do check that out and feel free to drop a note here incase of further assistance :)
Hello, Ya I have seen that but how do I control the internal team list, can’t find it in the app.
And then how do I match it against a group of agents that only and not the that the ticket is shared with?
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