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

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54 Comments

  • 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?

    3
  • The Salvation Army

    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.

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Carlos,

    Sounds like you just need to configure the triggers to fire only when the ticket is created instead of when it's updated. If you add the Ticket>is>created condition to your ticket assignment triggers does that fix the issue?

    Let me know!

    1
  • 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.

    1
  • Carlos Garcia

    I've been trying to use these steps to assign a ticket that came in on the wrong channel to the correct one but when I try to assign it to the correct group, it simply remains in the group it was already assigned to.

    I have triggers set up to sort emails into specific views based on the email address they come in through and I think these are why I can't reassign these other tickets; the triggers just keep bringing them back.

    Say for example, trigger1 takes any email sent to x@thing.com and adds it to the group X.  Another trigger does the same except for y@thing.com.

    I have a customer who sent an email to x@thing.com but should have sent it to y@thing.com.  

    The agent assigned to the ticket is in both groups.  I simply wish to move the ticket from X/agent_name to Y/agent_name.  However, when I do this and submit, the ticket is right back in the X group where it started.

    I've tried changing the triggers to use tags instead but the result is the same.  The triggers see the email address the ticket arrived in and changes the group accordingly.  Anyone have any better ideas to accomplish this and still be able to change the group later?  (Setting triggers to fire once and only once would be ideal)

    0
  • The Salvation Army

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

    0
  • Lisafromcommuno

    Hi! 

    I am not able to assign tickets to a group, when I select a group to assign to the status of the ticket remains 'unassigned", the only time I it changes to "assigned" is when I assign it directly to a person. 

    This is driving me batty, what am I missing?

    Lisa 

    0
  • Nicole Saunders
    Zendesk Community Team

    Hey Corie - 

    I'm not sure, to be honest. Let me do a little poking around and see if I can't find something helpful. Standby. 

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Corie Bush

    Hi Nicole, they are not seeing the other groups, but that is as designed as we don't want them to see tickets they are not assigned to. 

    0
  • Akhil K C

    Is it possible to choose Assignee and Priority from iOS/Android SDK while creating request?

    0
  • Barbara Vandendriessche

    Hi,

    Isn't there a way to auto-assign a case created on behalf of the customer to the agent who is creating the case, without the need of an additional app?

    Thanks!

    Barbara

    0
  • Brandon Tidd
    Community Moderator

    Hi Barbara Vandendriessche - 

    How do your customers usually contact you?  If it's by channels other than web forms, you may very well be able to use this set of conditions in your trigger: 

     

    Hope this helps!

    Brandon

    0
  • Bradley Ladwig
    Zendesk team member

    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.

    0
  • Jessie Schutz
    Zendesk team member

    Hi Michelle! Welcome to the Community!

    You'll want to go into Gear icon > Manage > People > Roles, and ensure that the Agent can assign to any group box is checked. That should take care of it!

     

    0
  • 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 :)

    0
  • Bob Recny

    Hi Brett,

    That was the trick!

    I still don't see the "roles" on admin, though. Was there a change in settings?

    Thanks,

    Bob

    0
  • Brett Bowser
    Zendesk Community Team

    No problem at all Carlos :)

    Glad to hear it's working for you!

    0
  • 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? :(

    0
  • Graeme Carmichael
    Community Moderator

    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. 

     

     

    0
  • Erika Camille Sundian
    Zendesk Community Team

    Hey there,

    Assignee field is a system field also known as default fields that are available on all plan types and not unique to a specific plan. The assignee can be either a group or a specific agent. How the assignee field function will differ depending on your workflow or how you manage your request.

    Could you clarify your question a bit for me? Any additional information you can provide is appreciated :)

    0
  • Kiranmayee Narahari

    Hey All,

    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. Works in play mode too. Plus it doesn't do the same for Admins & Owner accounts so that they can freely audit.

    0
  • Nicole Saunders
    Zendesk Community Team

    Hey Corie - 

    First thing's first, double-check your roles and permissions. 

    Are agents just not seeing the other groups, or is something happening (or failing) when they try to assign it? 

    0
  • Harriet Corbett

    Hi there, 

    Is it possible to turn off ticket assigning? So agents are not able to assign tickets unless they are in a certain group? 

    Thanks 

    0
  • Nicole Saunders
    Zendesk Community Team

    Hey Corie - 

    Agents should be able to assign to other groups, unless your Admin has set something up to prevent that. 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Paul! Welcome to the Community!

    The most likely scenario here is that you're trying to assign to an agent in a different group from you, and your Zendesk Admins have it set up so you can't assign tickets to agents outside of your own group. I'd recommend speaking to one of your Admins about that to confirm!

    0
  • Paul Donno

    Hi, I am following the instructions in the video re assign a ticket to a colleague but it doesn't move & stays as my ticket. Please help!!

    0
  • 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,

    0
  • Brittenhouse

    When I am on a ticket, the page will update, without refreshing, when someone else makes any update to the ticket. So why can it not update when I select "take it" to assign a ticket to myself?

    My choices now are: do not "take it" but work on the ticket, knowing that someone else might be wasting their time looking at or answering the ticket. OR decide to "take it", then hit "Submit", get kicked out to the main page, find the ticket I just took, and go back into it. To me, that is also a big waste of time. Not to mention all of the time people would "take it" without realizing that they need to hit "Submit" in order to actually "take it".

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Mia - 

    It is possible for agents to assign tickets to groups outside of the ones that they're in, but whether or not they're able to do so is determined by their role and what permissions your Admin has set up. 

    This article should explain how to make it happen: 

    Workflow recipe: How can restricted agents assign tickets to agents outside of their groups

    Give that a try and let us know if you have further questions.  

    0

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