Question
How can I automatically assign a follow-up ticket to the agent that was assigned when the ticket closed?
Answer
By default, you can't assign a follow-up ticket to the assignee of the ticket at the moment they closed. As a workaround, create a workflow through the use of triggers and tags for each agent to achieve this goal.
To set up this workflow you need to create three triggers:
Adding agent tags to tickets
The first trigger you need to set up adds agent tags to tickets automatically.
To add agent tags to a ticket with a trigger
- Create a new trigger.
- Add the conditions below under Meet ALL of the following conditions.
- Object > Ticket > Ticket | Is | Updated
- Object > Ticket > Assignee | Changed to | (agent)
- Add the action below under Actions.
- Object > Ticket > Add tags | (agent name)
Auto-assigning a follow-up ticket
Create a trigger that auto-assigns any follow-up ticket to the desired agent. This trigger utilizes 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
- Create a new trigger.
- Add the conditions below under Meet ALL of the following conditions.
- Object > Ticket > Ticket | Is | Created
- Object > Ticket > Channel | Is | Closed ticket
- Object > Ticket > Tags | Contains at least one of the following | (agent name)
- Add the action below under Actions.
- Object > Ticket > Assignee | Ticket > (agent)
Removing a tag from an agent
The last trigger is 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
- Create a new trigger.
- Add the conditions below under Meet ALL of the following conditions.
- Object > Ticket > Ticket | Is | Updated
- Object > Ticket > Assignee | Changed from | (agent)
- Add the action below under Actions.
- Object > Ticket > Remove tags | (agent name)