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How do I prevent a specific agent being assigned tickets? - Base de connaissances / Using Deskpro - Deskpro Support

How do I prevent a specific agent being assigned tickets?

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Question

I'm an agent on the helpdesk but I don't need to be assigned any tickets. Sometimes agents accidentally assign me tickets though - is there a way to prevent this from happening?

Answer

Assignment overrides department permissions but what you can do is setup a Ticket Update Trigger so that anytime an agent assigns a ticket to you, it gets assigned back to the agent who did this change.

Simply go to Admin > Tickets > Ticket Update Trigger and create one like the example below:

 

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