Enabling auto-assign for agents on ticket solve

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7 Comments

  • Xiaolei Jin

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

    0
  • Nicole S.
    Zendesk Community Team

    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 S.
    Zendesk Community Team

     

    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 Schutz
    Zendesk team member

    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.

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  • Kiranmayee Narahari

    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.

    0

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