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Ticket Queues

Is there a way that you guys can implement a feature so that certain agents only have access to certain ticket queues?

Hi @Mlooney, You can do this by creating Agent Groups and setting agent permissions such that they can only view the groups they're in. Then you have a few options. You could setup a different email account if you have the appropriate license tier and set anything that comes to that email to that agent group. Another way would be to use an observer policy to set the agent group depending on some other criteria. 


Is this what you mean by queues?


I am on the Blossom plan and currently do not see the option to do this. Is this an option that is available on a plan higher than mine?

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