Hello Zoho Desk Team,
Greetings, and hope you are doing well.
We would like to submit a feature request regarding the ability to control ticket movement between departments in Zoho Desk.
Current Limitation:
At present, Zoho Desk allows agents to move tickets from one department to another. However, there is no option to restrict this action in a granular way. Specifically, we cannot control which departments an agent is allowed or not allowed to move tickets into.
Feature Request:
We kindly request the ability to configure department-level restrictions for ticket movement that will allow us to set a specific, predefined departments that each agent can move ticket to based on roles, profiles, or department membership
Use Case:
In multi-department organizations, not all agents should have the ability to transfer tickets to every department. For example, support agents may be allowed to move tickets only to escalation or technical departments, but not to billing or sales departments.
Having this level of control would ensure better governance of ticket routing, maintain clear ownership, and prevent misrouting of tickets between teams.
Thank you for considering this request.
Best regards,
Ram