Wondering if transferring tickets between groups requires that an Agent/Admin be a member of ALL Groups. Is there way to do this without being a member of a Group?
I ask because we have an HR Channel/Group that can contain tickets with private/confidential information. We may receive a ticket in another Group that does require handoff to HR… but we cannot transfer.
Be sure to assign the Change column for Ticket > Agent. Please confirm. I did not make the setting for us… a coworker did. I’ve asked him to provide me a screenshot cause I’m not sure exactly…
This setting would be in Manage > Roles > choose the Role you want to give Change to (or just choose Full) in your various Groups…
Or you can explicitly define on the Users as well.