You can enable tickets to be auto-assigned to the solving agent.
With this setting enabled, when an agent solves a ticket that is not currently assigned, and does not manually assign the ticket to themselves or another agent, the ticket will be auto-assigned to the solving agent.
To enable auto-assign on ticket solve
- Click the Admin icon (
) in the sidebar, then select Settings > Tickets. - In the Assignment section, select Auto-assign tickets upon solve.
- Click Save tab.
7 Comments
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.
If it's solved by an automatisation, who will be assigned?
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
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.
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.
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.
Hi,
Is there any option to auto assign tickets when agents are in guided mode (basically assign when opening a ticket).
Best,
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