Automatically assigning a follow-up ticket using triggers

Disclaimer: This workflow is designed for certain agents or in specialized workflows and is not recommended for general use across your account as this setup will require three triggers for each agent you are looking to apply it to.

This article will cover how to set up a workflow that will automatically assign follow-up tickets to the agent that was assigned to the closed ticket (see Creating a follow-up for a closed ticket). You can achieve this workflow through the use of several triggers and tags. Since tags are transferred from closed tickets to follow-up tickets, you can set specific tags for each agent when they are assigned a ticket. You can then setup a trigger that will auto assign tickets based on the agent specific tag.

For more information on adding new triggers, see Creating triggers. 

Conditions

• Must be on the Team plan or higher
• Must have closed tickets within your account

Procedure

To set up this workflow you will need to create three triggers:

• Adding agent tags to tickets
• Auto-assigning a follow-up ticket
• Removing a tag from an agent

Adding agent tags to tickets

The first trigger you will need to set up will add agent tags to tickets automatically. 

To add agent tags to a ticket with a trigger

1. Click the Admin icon () in the sidebar, then select Business Rules > Triggers.
2. On the top right of the page, select Add trigger.
3. Add the following conditions under Meet all of the following conditions:
• Ticket > Is > Updated
• Assignee > Changed to > (agent name)
4. Add the following actions under Actions:
• Add tags > (agent name)

Below is an example of what your trigger could look like:

Note: Tags can also be added to user profiles. This will also tag tickets in the same manner as the trigger described above.

Auto-assigning a follow-up ticket

Next you will need to create a trigger that will auto assign any follow-up ticket to the desired agent. This trigger will utilize the tag that your first trigger applies to indicate who the ticket should be assigned to. 

To auto assign a follow-up ticket with a trigger

1. Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
2. On the top right of the page, select Add Trigger.
3. Add the following conditions under Meet all of the following conditions:
• Ticket > Is > Created
• Channel > Is > Closed ticket 
• Tags > Contains at least one of the following > (agent name)
4. Add the following action under Perform these actions:
• Assignee > (agent name)

Below is an example of what your trigger could look like:

Removing a tag from an agent

The last trigger will be designed to remove an agent tag, in the event that the ticket gets reassigned to a different agent.

To remove a tag from an agent using a trigger

1. Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
2. On the top right of the page, select Add Trigger.
3. Under meet all of the following condition:
• Ticket > Is > Updated
• Assignee > Changed from > (agent name)
4. Under perform these actions:
• Remove tags > (agent name)

Below is an example or what your trigger could look like:

Note: If an end-user responds to a proactive text, the ticket that is created from the response will be treated as a brand new ticket, instead of a follow-up ticket. In this case tags would not be transferred from the proactive ticket to the ticket that is created from the end-user's response.