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

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47 Comments

  • Andrew Dietrich
    Comment actions Permalink

    Hi Akhil,

    You cannot set the assignee or priority directly, but you can pass data such as tags:

    https://developer.zendesk.com/embeddables/docs/ios/requests#add-tags-to-the-ticket

    So, you could for example set your SDK tickets to be created with the tag "via_mobile_sdk". Then you could build a trigger that looks for that tag, and sets the priority/assignee accordingly.

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  • Michelle
    Comment actions Permalink

    Hello,

    I am on the Pro plan and have 2 different groups. My Agents are divided into groups based on their role. They need to be able to assign a ticket from one group to the other group.

    I have found that they can reassign a ticket back to their general group, but not to the group they are not a member of. How do I fix this?

    Thanks.

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  • Jessie Schutz
    Comment actions Permalink

    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!

     

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  • Lisafromcommuno
    Comment actions Permalink

    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 

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  • Brittenhouse
    Comment actions Permalink

    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".

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  • Bob Recny
    Comment actions Permalink

    I'm the account owner / admin. We have the Professional level.

    I'm trying to manually assign tickets to groups. If I select the group I want, then submit, the ticket ends up assigned to me, and I'm in a different group. If I assign it directly to another agent, then that sticks.

    I see this comment above:

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

    I get as far as "People", but there isn't a "Roles" link anywhere. I'm sure I've walked by the solution a dozen times, but I can't seem to find it. Any pointers would be great.

    Thanks

     

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Bob,

    It sounds like there may be a trigger that is re-assigning the ticket back to you after you've updated the ticket. Have you checked the ticket events where this issue has occurred to see if that's the case? More information in Viewing all events of a ticket .

    Let me know if you continue to experience issues and we can troubleshoot further :)

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  • Bob Recny
    Comment actions Permalink

    Hi Brett,

    That was the trick!

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

    Thanks,

    Bob

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  • Brett - Community Manager
    Comment actions Permalink

    Hey Bob,

    The roles option will not be available on the Professional plan. Custom roles are only available on the Enterprise plan. There are some agent customization options available directly on the agents profile. However, more in depth customization options are only included within custom roles. More on custom roles here: Creating custom roles and assigning agents

    Glad to hear you were able to get the issue resolved :)

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  • Carlos Garcia
    Comment actions Permalink

    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)

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  • Brett - Community Manager
    Comment actions Permalink

    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!

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  • Carlos Garcia
    Comment actions Permalink

    Hey Brett,

    Thanks actually I hadn't thought of that.  I ended up adding a condition to the original sorting trigger that also required the ticket status be less than pending which seemed to do the trick.  It prevents agents from just reassigning a ticket since it would still meet the trigger which I like anyway.

    Though adding a creation requirement sounds like it will not only do what I need but will also not mess with anything down the road.  Just tried it and it's working, thanks for the help!

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  • Brett - Community Manager
    Comment actions Permalink

    No problem at all Carlos :)

    Glad to hear it's working for you!

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  • Joseph Hull
    Comment actions Permalink

    Hi,

    We have our default group named "all agents" and another group named "first line".

    When an agent assigns a ticket to themselves, it assigns it to them inside of the all agents default group.

    Is there anything we can do so that it assigns the ticket to them within the first line group?

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  • Graeme Carmichael
    Comment actions Permalink

    Joseph

    When assigning each agent to groups, you should be able to specify the Agent's default group. This will be used when the Agents clicks 'take it' in a ticket.

    Under each Agent's profile, set their default group:

    If you are testing, refresh your browser (CNTR + F5)  for the change to apply 

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  • Mia Jonson
    Comment actions Permalink

    Hi!

    We have the same problem as some of the users above. I cant find any solution for us in Professional level.

    We have agents that are members of different groups. They can only see tickets in their own groups but they should be able to assign tickets to agents in other groups.

    How should we manage to do this?

    The agents only see their own groups in the Assignee field witch is a BIG problem for us right now.

    // Mia

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  • Nicole - Community Manager
    Comment actions Permalink

    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.  

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