Ticket Assigned to Another Agent Still can be Edit/Update

sya

This is my installation details.

would like to ask, if i have assigned the ticket to another agents in the same department, why i still can edit/update/transfer the ticket?

Scenario 1:
Agent A & Agent B are in the same department. Agent A already assigned (escalate) the ticket to Agent B. However, Agent A still can edit/update/transfer (to other department) the ticket.

I would like the Agent A to not have the access to update/edit/transfer the ticket? Can this be done?

KevinTheJedi

sya

Because you have access to the Ticket's Department. Agents have access to Tickets based on Departments and you can assign Tickets to agents and teams but agents in the Ticket's Department will still have access.

Cheers.

sya

KevinTheJedi Can we do it like agent will not have access once transfer to another agent even though to the same department?

KevinTheJedi

sya

Access is based on the Department (direct access or referral access) or the direct Assignment (to the Agent or one of their teams). You can limit Agents to only see Assigned Tickets (assigned to them or one of their teams) however they won’t be able to see tickets that aren’t assigned to them (ie. they wouldn’t be able to claim tickets).

Cheers.

sya

KevinTheJedi okay, understood. thank you for the best support and for your time