Restrict L1 only to do First Response

Related products: Freshdesk Support Desk

Question:
How can we restrict - a. new tickets assigned to L1 are not assigned to any other teams, b. other teams to add public notes in new tickets and c. other teams to send emails to customers in new tickets - before L1 do the first response. In short only L1 should be able to send the first response in any ticket.

 

Response from Freshdesk:

For this you can create a custom app with the help of your developers, and I am afraid that this will not be possible for now without a custom app. 

 

In the meantime, we also encourage you to post your "Ideas" in our community forum, which will help our product team to understand the number of other users who are looking for similar features.

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