Can I auto-assign a ticket that is in a solved status?

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5 Comments

  • Alex Squicimari

    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

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  • Jessie Schutz
    Zendesk team member

    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.

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  • Alex Squicimari

    Hi Jessie:

     

    That worked, thanks a lot...

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  • Jessie Schutz
    Zendesk team member

    Great! Let us know if you need anything else!

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  • Kiranmayee Narahari

    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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