Is it possible to disable the Reply and Forward buttons under certain conditions?
Folks, there are two different use cases here:
1) FORWARD: We still have technicians who use the FORWARD button to try to send a ticket to another queue, causing the dreaded endless loop. We would like to disable the button for technicians.
2) Reply: I would love to be able to disable the function of replying until the technician has picked up the ticket. This isn't how everyone works, but in our environment, our techs are eager to reply to the user and get to work. However, this eagerness causes communications issues (such as multiple people working on the ticket, replying to the user, etc.) I would like to disable the working on the ticket (or at least the replying part) until the technician actually owns the ticket.
If it's already possible, can you advise me?
Thanks,
Adam
1) FORWARD: We still have technicians who use the FORWARD button to try to send a ticket to another queue, causing the dreaded endless loop. We would like to disable the button for technicians.
2) Reply: I would love to be able to disable the function of replying until the technician has picked up the ticket. This isn't how everyone works, but in our environment, our techs are eager to reply to the user and get to work. However, this eagerness causes communications issues (such as multiple people working on the ticket, replying to the user, etc.) I would like to disable the working on the ticket (or at least the replying part) until the technician actually owns the ticket.
If it's already possible, can you advise me?
Thanks,
Adam