Hi ​@Meganr! You can use the delegated assignment settings in the site options (Admin>Site Options) to ensure that tickets are only being closed by assigned team members. Here is a screenshot of the setting.

Note: First, you must remove the permissions to “resolve” tickets under the pertinent permission policy.

Next, you would choose the “Resolve Ticket” option in the “Assignment Delegation for Teams” setting. This will allow only assigned team members to close a ticket. Hopefully this helps, but let me know if not!

Thanks,

Ashley

Will this prevent agents outside of the team from closing any tickets that are not assigned to that team?

What I mean is we want agents to be able to close any tickets, except for the ones assigned to the “reimage team.”

Hi ​@Meganr Yes, unfortunately, the delegated permissions are an "all or nothing" setup, and they would apply across the board.