Question
Is it possible to auto-assign a ticket that is in a solved status?
Answer
You can auto-assign a ticket that is in a solved status by navigating to Admin icon (
) > Settings > Tickets > Assignment > Auto-assign tickets upon solve.
If this setting is enabled, any subsequent update to an already-solved ticket with no assignee will cause it to be assigned to the updating user. This is true whether the update comes from within the agent-interface, or via an API. In that case, the user whose credentials (or token) were used for the API request will be assigned the solved ticket.
For other questions regarding assignment issues, see the articles below.
5 Comments
What if I want to assign the ticket to the agent who solves it, even if it is already assigned. I'm having issues that some agents are supposedly not solving any tickets, but it is because it was assigned to someone else and another agent actually solved it. So I need the solving agent to be automatically assigned when solved.
Thanks
Hi Alex!
You can achieve this with a simple trigger. Just create a new trigger with Status > Changed to > Solved as the condition and Assignee > Current user as the action. That'll assign the ticket to whatever agent has set the ticket status to solved. You can find out more about triggers here.
Hi Jessie:
That worked, thanks a lot...
Great! Let us know if you need anything else!
Hey,
The app is finally here https://www.zendesk.com/apps/support/auto-assignment/?source=app_directory
Assigns tickets to agents as soon as they open the ticket. Plus it doesn't do the same for Admins & Owner accounts so that they can freely audit.
It works in play mode as well and also re-assigns the ticket if another agent opens the ticket.
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