Plan requirement
| Subscription | Any plan |
| Access | Admin |
Limiting who agents can assign tickets to. Prevents work landing on people who cannot take it.
Set it up
- Install the app and configure the rules.
- Set which groups or agents can be assigned to, by whom.
- Restrict the app to the right roles.
- Test by trying an assignment that should be blocked.
The problem it solves
An agent assigning a ticket to a colleague on holiday, to somebody in another department, or to a group that does not handle that work. The ticket looks assigned and sits unworked.
Nothing flags it, because assignment is what should make work visible.
Where it is genuinely needed
Larger accounts with many groups, where an agent cannot reasonably know who handles what. In a team of eight, people know, and this is bureaucracy.
Do not over-restrict
Agents need to hand work to the right person, and a rule preventing a legitimate assignment produces a workaround: an internal note asking somebody to pick it up, which is invisible to every report.
Routing is usually the better answer
If work consistently reaches the wrong place, that is a routing problem. Fixing the rules solves it for everybody; restricting assignment treats the symptom.
Combine with availability
Where you use agent statuses, assignment to somebody unavailable is the case worth blocking. That is a real protection rather than an administrative one.
Explain the rules
An agent blocked from assigning, with no explanation, will assume something is broken and raise it. One line about why prevents that.
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