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[Zendesk Support] Can we set the ticket not to automatically assign to the previous agent?

Beantwortet
Sunny Wong

Hi,

We are using Zendesk Support for Email. Here is your scenario,

1) Customer email the business, and one agent gets the ticket and replies

2) The customer replies to the agent's reply, and the ticket is automatically assigned to the previous agent who replied

Is it possible to configure it such that when the customer replies, it would not assign the ticket to any agent? 

Because we have a pool of agents who can help reply.

 

Thanks,

Sunny

2 Kommentare

  • Ahmed Zaid
    User Group Leader Community Moderator

    Hi Sunny Wong,

    First, you need to allow assignment back to group. From Admin Centre > Objects and rules > Ticket > Settings > Assignment > Allow re-assignment back to the general group

    Then you can create a trigger as follows:

    • Meet ALL of the following conditions:
    1. Status changed from pending
    2. Status changed to open
    3. current user is end user
    • Actions
    1. Assignee: -

    This will assign the ticket to the agent's group. However, I would not recommend this approach. it is not ideal for taking ownership. Instead, create a view for open tickets within the group and direct your agents to use it.

    Hope that helps!

    1
  • Brett Bowser
    Zendesk Community Manager
    Thanks for sharing the solution Ahmed!
    0

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