Can I automatically route tickets from a specific customer to specific agent?

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  • Jose Resendiz

    What if I would like any user who submits multiple tickets to be auto-assigned to an agent? The criteria would be: 1) user is same & 2) tickets are open.

    I'd like to combine a user's tickets who emails us, calls us, and then emails us again into one agent's queue. So that if the question is the same, then other agents aren't wasting their time answering the same question, and that one agent can just merge the duplicate tickets.

    Or is there a better way to handle these?

    thanks in advance!

  • Dan Cooper
    Community Moderator

    Another possible solution that I stumbled upon could be to use groups for routing.  If one person is doing a certain type of work, you can make a group and if they are the only person in that group, a trigger putting those tickets into that group will also auto-assign the ticket to that person.  In the future, if someone gets trained to support the same tickets, you can add that person to the group, and each person can assign tickets as they pick them up.  

    I don’t think it solves your direct ask, and I’m not sure of the scalability, but it could be useful if the auto-assignment is in response to a single person working on a certain ticket or organization’s tickets and it allows for growth. 

    As for a quick way to see if a customer has submitted multiple tickets that are the same, you can look at the Ticket History app.  It shows the last few tickets from a customer that could give insight into if an agent is working on a duplicated ticket or not and they could grab all of the duplicates at once. 

  • Cody Beck

    If I have Zendesk integrated with Salesforce, is it possible to assign chats from a member based off of a field in Salesforce that displays an assigned agent for that account assuming the member is logged into their account when they send the chat?

  • Jessie Schutz
    Zendesk Team Member

    Hi Cody! I'm going to see if I can find someone to answer this for you. Sit tight!

  • Patrick Bosmans
    Zendesk Customer Advocate

    Hey Cody,

    My name is Patrick and I work in Zendesk Advocacy.  Unfortunately you cannot have Salesforce fields influence routing for Chats in Zendesk.  

    Depending on your workflow, you could use our skills based routing, to direct chats to the appropriate agents. Skills-based routing, along with Chat tags, can direct your customers to their assigned agents pretty effectively.

    If there is any other support we could offer on this, please let us know!

  • Pierre Sanchez

    Hi everybody,

    I'm looking to achieve something more sophisticated: I'd like to set up a "single point of contact" mechanism on my Zendesk account, that is to say all tickets from a specific requester are assigned to a specific agent. However, I just can't afford to manually tag my end-users in advance. Therefore, I'd like the assignee of the requester's first ticket to become that single point of contact.

    I'm looking at a 2-step approach:

    - 1st step would be to create the first link between a new end-user and an agent. I'm thinking about creating an user field "assigned agent" so I can store the name of the future assignee at user level, and use it for future ticket assignment. For the initial linking between my new requester and the assigned agent, I'd like to get the value of the "ticket assignee" for my end-user's first request and store it in my "assigned agent" user field.

    - 2nd step would be to automatically assign tickets from this requester to a specific agent. This doesn't seem like a big challenge as I can use organisation-based or tag-based triggers.

    However, I'm struggling to find a way to achieve step1 in a clean way. I thought of using a trigger that would say IF ticket is updated + assignee is John Doe THEN set "John Doe" as value in "Assigned agent" user field. 

    I'd like to find another way so I don't have to create a trigger per agent. Could someone help me out please?

    Thanks :)

  • Nicole Saunders
    Zendesk Community Team

    Hi Pierre - 

    You may want to post this in the Q&A section of the community; other members are more likely to see your question and weigh in over there. 


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