How can I automatically assign all of a requester's tickets to the same agent?
You can automatically assign all of a requester's tickets to the same agent creating a trigger.
To create this trigger
- Tag the user whose tickets need to be auto-assigned with a unique tag in their profile under Admin > Manage > People.
- Create a trigger with these conditions:
- Under Meets ALL of the following:
- Ticket > is > Created
- Tags > contains at least one of the following > unique_tag
- Under Actions, select Assignee > agent_name
For other questions regarding assignment issues, see the articles below.