Looking for a bit of direction or if anyone has done this before; I am looking to restrict who can resolve vs who can close a ticket.
I've run into a few agents who really like the closed feature as the ticket will then never come back to them, however I still want team leads to be able to close tickets when necessary.
Thanks,
Tom
Hmm. I dont think that there is a good way to do this right now.
You can make it so only managers can close. (doesn't sound like it will work for you).
You can make it so a field needs to be filled out before you can close, and remove regular agents from being able to edit tickets (which would mean only people with permissions to edit can do it.)
