How to automatically assign all of a requester's tickets to the same agent Follow

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2 comments

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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!

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    Daniel Cooper

    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. 

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