Hi Zoho,

We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets.

This request comes from the fact that only certain agents and teams are directly involved in handling tickets, while the remaining agents primarily serve in an observer role, providing visibility for troubleshooting when needed.

Would it be possible to customise the visibility of the ‘Agents’ section so we can maintain consistency in our ticket assignment process?

Thank you,
Amirah