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View Only Access for Agents in Queues they should not receive tickets in.

in Help Desk

Summary:

Requirement for View Only access for Tier 1 agents to tickets in Tier 2 queues without being assigned tickets.

Our call center needs to be able to view Tier 2 tickets in Tier 2 Queues without being assigned tickets in auto-assign rules. We have tried a suggested security role, but the system prioritizes the most robust role, which assigns tickets to the Tier 1 Agents.

Content (please ensure you mask any confidential information):


Version (include the version you are using, if applicable):

Redwood 25C


Code Snippet (add any code snippets that support your topic, if applicable):

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