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