Enabling auto-assign for agents on ticket solve

Have more questions? Submit a request

6 Comments

  • Xiaolei Jin

    If it's solved by an automatisation, who will be assigned?

    0
  • Nicole - Community Manager

    Hey Xiaolei - 

     

    Business rules can solve tickets without assigning it to anyone, so in the case that an automation solves the ticket, it will simply get solved without being assigned. 

    0
  • Ramon Martínez

    Hi,

    Is there any option to auto assign tickets when agents are in guided mode (basically assign when opening a ticket).

    Best,

     

     

    0
  • Nicole - Community Manager

     

    Hey Ramon - 

    There is a default trigger that will auto-assign to the first responding agent, but they do have to take an action in the ticket - simply opening it will not trigger auto-assignment. 

    0
  • Kostas Kollas

    Hello everybody. I would like my agents to reply to a ticket without the ticket being automatically assigned to them, so when the client replies, the ticket will be unassigned again. Is this possible? When I untick the option and try to solve a ticket, zendesk informs me that the ticket must be assigned to someone else i won't be able to close it.

    Thanx,

    Kostas

    0
  • Jessie - Community Manager

    Hi Kostas!

    An assignee is required in order to set a ticket status to Solved. So even though you've unchecked the box that auto-assigns the ticket on agent reply, somebody must still be assigned to it before it can be solved. You'll want to add a step to your workflow that adds a ticket assignee at the time the ticket is solved.

    0

Please sign in to leave a comment.

Powered by Zendesk