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

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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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    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?

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    Jessie Schutz

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

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    Patrick Bosmans

    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, https://chat.zendesk.com/hc/en-us/articles/115010347727 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!

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