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,
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,
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.
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