Feature Request: Automatically "demote" previous Assignee to Follower if another Agent takes the ticket
As in the title: I would like to see Agents become Followers on tickets if another Agent takes the ticket.
The reason for this, is to ensure that agents don't "lose" tickets when they are handed off. Though agents should be proactive in transferring tickets, this does not always work and feels clunky given all the other automation that is available.
I can work around this partially, by creating a trigger that tests if the Assignee has been changed to the current user and then adding the current user as the Follower if so. This "works" by pre-emptively setting the follower so that it exists before a change of hands of the ticket. However, this only works if an Agent takes the ticket. If the ticket is assigned to an Agent by someone else, then this never occurs.
Ideally, the way I would like to see this implemented is an option similar to the pre-existing one for CCs to Followers in Admin>Settings>Tickets:
Something like "Automatically make old assignee a follower", which you can check to globally manage the setting.
Since triggers can detect "Change"/"Changed to"/"Changed from", it may also be useful to add something like "previous assignee" as something that Followers can be set to.
The only other work around I can think of, is making a trigger for every single agent where it tests "Assignee changed to <that agent>" and then an Action of "Add Follower <that agent>". That would be too much to manage longterm.
This is such a good proposal and something I'd really looking forward to.
I've been trying to figure out a workaround for this and no luck so far.
Hope this could make it on Zendesk's radar.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.