Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards

Hello@rituzen,Freshdesk provides custom rolesfeature to restrict the agents from performing certain actions. As shown in the screenshot, there is an option to restrict agents from editing the properties of tickets, however, this would not be specific only to ticket priority.Custom rolesHence, as an alternative, you can set up Ticket updatesautomation rule (Admin > Automation > Ticket updates) to change automatically the ticket priorities whenever an agent is performing the event of changing priority. Sample rule for your reference, this can be tweaked as per your requirements as well.Ticket updates automationCheers,

Block agent to change ticket priority

Userlevel 5

+9

hemanth.ramya
Community Manager
604 replies
2 years ago
28 September 2021
Answer

Hello @rituzen,

Freshdesk provides custom roles feature to restrict the agents from performing certain actions. As shown in the screenshot, there is an option to restrict agents from editing the properties of tickets, however, this would not be specific only to ticket priority.

Hence, as an alternative, you can set up Ticket updates automation rule (Admin > Automation > Ticket updates) to change automatically the ticket priorities whenever an agent is performing the event of changing priority. Sample rule for your reference, this can be tweaked as per your requirements as well.

Cheers,

LiamKilbride
Community Debut
1 reply
5 months ago
30 October 2023

It would be great to see more granularity in restricting the changing of properties. In my example, i want to give managers (admins) the ability to change individual tickets priorities from those set in workflows, but i don’t want to allow agents to do it, but i cant stop agents from doing it without stopping them from changing things they might need to change, like the group/agent. Needing admins to carry out this action for them creates too much work. Being able to select what properties can be changed in the role set-up would be ideal.