Workflow: How to prevent agents from reassigning tickets to other agents

Use triggers to prevent agents from reassigning tickets to other agents. This workflow includes the steps below:

Step 1: Create the trigger

Step 2: Test the trigger

Step 1: Create the trigger

Open Admin Center and navigate to Objects and Rules > Business Rules > Triggers. Create a new trigger.

Enter a title for your trigger and select a ticket category

Under Meet ALL of the following conditions, add:

Object > Ticket > Ticket | Is | Updated

Object > Ticket > Assignee | Changed from | (current user)

Add the Actions:

Object > Ticket > Assignee | Is | (current user)

Click Create trigger

Step 2: Test the trigger

Test the trigger in Agent Workspace to confirm that the trigger works when an agent attempts to reassign a ticket. Check the ticket events to see if the trigger fired.