Hello all!
We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround?
We don’t want to provide full access to groups for all agents which is currently our only workaround.
Appreciate any feedback