We have a private brand, with a specific set of agents. The agents work on a tiered support model, Level 1, Level 2, etc.
We want to *only* allow Level 2 agents to close or solve tickets. Any tier can still work the ticket, but Level 2 will do the quality review for marking the ticket as closed or solved.
How can this be achieved?
Hi Melissa,
You can't prevent an agent from setting a ticket to Solved natively but you can create a trigger to reopen tickets solved by agents in a particular group.
Here's a sample draft for your reference.
I hope this helps.
I created a similar trigger, and it appears to be working as intended. Thank you so much.
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