Manually assigning a ticket to yourself, another agent, or a group Follow

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16 comments

  • Avatar
    Simon Peach

    Hi there,

    We've got a problem with a new group we've set up, each time you try to assign a new ticket to this group it automatically is assigned to the requester's group and not to the desired group.

    Accessing the ticket and re-assigning it to the new group does see the ticket added to the correct group but this is double handling of tickets. What could I have set up incorrectly?

  • Avatar
    Jessie Schutz

    Hi Simon!

    Have you created a trigger to assign the ticket? If so, could you show me a screenshot of what you have set up so I can see if something is wonky?

    Thanks!

  • Avatar
    David Fabri

    I know this is an old post and the issue may have been resolved in newer updates that I already have. But for Brian, couldn't your agents be members of the multiple groups? Wouldn't that solve the issue?

     

    Thanks,

  • Avatar
    Jessie Schutz

    Hey David! Thanks for chiming in! Based on Emily's comment, it looks like we were able to determine that there was a trigger running in the background that was messing with Brian's ability to assign to a different group.

  • Avatar
    Katina Durrent

    How do we assign to groups we are NOT members of? The only way I see is to grant all agents access to All tickets, which then they can view ALL other groups/departments tickets. Not ideal. I set up a macro, however it will not save unless they have access to view All tickets.

  • Avatar
    Ferran Barneda Delporte

    Hi Katina,

    If they do not have access, they will not see them. Then, you would have to create some triggers to assign tickets to the groups. One idea, would be to have a dropdown will all the main groups, when a group is selected a tag would be added to the ticket and then using a trigger you could assign the tickets to the group that they cannot see.

    Hope this helps.

  • Avatar
    Katina Durrent

    Why would a trigger work and not a macro?

  • Avatar
    Graeme Carmichael

    Under the Enterprise Plan, you can set the role permission to allow assignement to any group.

    From memory, I though that this was also an option for other plans when creating an Agent?  The documentation says:

    If you would like your agent to be able to assign tickets to any group, you must click the Agent can assign ticket to any group checkbox when creating the agent. 

     

     

  • Avatar
    Katina Durrent

    We are on the professional plan with the productivity pack. This is not an option :(

  • Avatar
    Anna

    When we start working on unassigned tickets, the first thing we do is to assign them to ourselves, which takes them out of other agents' views (each agents works from a view of open tickets assigned to them and open unassigned tickets). However, to get the assignment to 'take' you need to submit the ticket, which takes you to the next ticket (if you are working in play mode or are set up to move quickly through tickets). 

    Is there a way to assign the ticket without doing an extra submit?

  • Avatar
    Michael Lewis

    I have a problem where agents are assigning tickets to their team members when they do not  feel like doing it. Is there a way to restrict agents from reassigning tickets that are assigned to them by admins?

  • Avatar
    Brad Ladwig

    Hi Michael!  There are no native features that can prevent an agent from reassigning a ticket to another agent.  You can see the history of the assignees on a ticket by looking at the Events on a ticket:

     

    With this information you can at least take steps to correct this behavior with your agents.

  • Avatar
    Vera Zhuravleva

    Hey there! I faced a problem with assigning tickets.

    I have an agent and I want him be able to assign tickets to me back. So he is the member of two groups: one - his own group, second - is mine. But he doesn't see second group in "Assignee" field. What can we do wrong? :(

  • Avatar
    Katina Durrent

    Did he hit the back button? I have had agents not do that so they only see the agents listed in their group.

  • Avatar
    Vera Zhuravleva

    Katina, I asked him twice to press this button and it didn't work. After your comment asked again (but with much more confidence!) and it helped. So thanks :)

  • Avatar
    Aswin Kannan

    How to make the "Assignee" field mandatory? Right now, we're able to create tickets and save it without any assignee. And, this is very dangerous in case of email tickets, because nobody will be notified if a customer replies and we won't be able to follow up.

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