Automatically assigning a follow-up ticket using triggers Follow

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3 comments

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    Jeremy Holmes

    Is there no way to do this based on the assignee of the original ticket? This is a very convoluted way to do this since it will have to be two triggers for every agent we want this to work for and that is not only time consuming. There is also the issue of multiple users updating a ticket breaking this logic.  Instead of creating more work for your users, why not just add the option to assign follow ups to the original assignee as a default we can turn on or off? 

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    Jessie Schutz

    Hey Jeremy! Thanks for the feedback!

    We actually have a fairly active thread on this in our Product Feedback topic, which you can find here: Preserve Group and Assignee for user-generated follow-up tickets. The post has been around for a while and it looks like we haven't weighed in on it yet, but I'm going to check with our Product team to see if it's something that we're thinking about.

    If you don't mind, it would be awesome if you could head over there to share your detailed use case! Any information you can provide really helps our Product Managers understand the problem that needs to be solved. You can check out our handy Product Feedback how-to post for some suggestions on how to make your post as useful has possible.

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    Barbara

    Has anyone implemented these triggers with the out-of-office app and gotten these triggers and the out-of-office app to play nicely together so that when the agent is out of office, he/she is not auto assigned a follow-up ticket?

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