Hi,
I am trying to figure out a way to accomplish this and would love some help.
We have Macros for Agents to use to pass tickets from one Group to another. These Macros help to adjust the ticket to transition between teams. However, we've found that Agents will avoid using this process and instead manually adjust the Assignee to a different Group, specifically a speicfic person instead of using the macro and its triggers to do its thing.
I've tried toggling off "Assign tickets to any group" on the Role level, but this also prevents Agents from using the Macro to change the Assignee.
It gives them this error message:
We need to allow Agents to change Assignees to anyone in their own Group, but only assign outside of their Group through the Macro. How is this possible?
I understand that you want to allow Agents to assign tickets to anyone within their own group directly, while restricting them from manually assigning tickets outside their group except when using specific macros that handle those transitions.
Currently, Zendesk roles and permissions do not allow fine-grained control to differentiate assignment permissions between manual changes and macro-driven changes. When you disable "Assign tickets to any group" at the role level, it restricts both manual assignments and macro-triggered assignments outside the Agent’s group.