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


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!

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

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