Hello!

I would like to know if it’s possible to limit the agents’ access on specific part of queues.

My understanding so far is that when you create a queue you assign a group to it.

Then on agent’s management you can select on which groups this agent belongs to and you can also specify the agents’ queues under “My Queues”

But that gives to the agent access to all queues under that group and not only those under “My queues” (for the agent).

For example let’s assume that we have a group called “IT” on which there are two queues “Software” and “Hardware”

Some agents have under “My queues” the “software” (let’s call this “agent_sw”)  while others the “hardware” (let’s call this “agent_hw”) option but all them are under the “IT” group.

When “agent_sw” logs in to the system he can see all the tickets for the “IT” group including those created to “hardware” queue. This is what I would like to prevent/protect.

Is this somehow possible without creating different groups for every queue?

Best regards,

G.