Hi @depaola ,

Greetings from Freshworks community. Do you mean you would like to have the group field disabled and not let agent to change it ? You can make use of Marketplace app https://www.freshworks.com/apps/hidedisable_ticket_fields/ to disable the group filed based on agent role or other ticket fields. 

Regards,

Yusuf Ahmed

Hi, Yusuf! 
No, it isn’t. We work with groups. Agents usually redirect tickets to other groups to attend them. Our problem is that some agent update tickets without any group linked eventually.  This is what we would like to block.

Hi ​@depaola ,

Sorry for the delayed response. In the case where support group is not marked you can actually mark the group as required under ticket fields or using https://www.freshworks.com/apps/options_based_required_fields/ Please feel free to let us know if you require any further assistance on this matter. 

Thank you !!