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We want to Restrict Email ID Selection for Agents

in Help Desk

Summary:


There is a concern regarding how agents select the “From” email address when replying to Help Desk tickets. Currently, all available email IDs are visible to all teams, which allows agents to respond using an email address that does not belong to their functional area.
This can cause employee replies to be redirected to the incorrect queue, for example, responses being routed to the HRES queue instead of Payroll, resulting in misdirected tickets and delays in handling requests.

Issue Summary:
-Agents can choose from multiple email IDs when replying to tickets.
-Email IDs are not restricted by team/function.

Tagged:

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