Is there a way to prevent customers from adding specific agents to tickets?

Marc Pflieger

At my company, there is a tendency for users to add a lot of agents as participants, thinking this will get their request fulfilled faster.  It actually causes more confusion and wasted time as it does not flow as easily through our triage process.

It would be great if when a customer submits a ticket or works with an existing ticket, they are able to add only customers as participants or shares.  Only Agents can invite other agents as participants.

Is this possible?  I am using the cloud version of Service Desk.

Abel Lineberger

I don't believe there is a filter by permission on that field.  I do believe that you can remove the field from the form the user can submit, preventing their ability to add participants.  Alternatively, you could edit the form to add a cautionary note that "adding specific agents to a request may degrade service as otherwise available support representatives will assume the ticket is being handled" - or something along those lines.