Refferal Access

helpfultech

Department A has a helpdesk. Department B have a helpdesk.
Tickets sent to department B but referred to department A, cannot have replies posted or refferals managed by department A.

Is there any way to assign permissions such that department A can post replies and manage refferals without having to see all of department B's tickets unless they are referred?

KevinTheJedi

helpfultech

Well in order to have permissions for a Department you have to have a role assigned and in order to have a role assigned you have to have access to the Department. When having access to a Department you will be able to see Tickets assigned to them.

Now, you can create a Queue that filters them out but you won’t be able to see them unless you searched for them or had a separate queue that lists them.

Cheers.