Question
How can I automatically assign all of a requester's tickets to the same agent?
Answer
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. You can find the end user on the Customers page in Support.
- Create a new trigger.
-
Under Meet ALL of the following conditions add these conditions:
- Object > Ticket > Ticket | is | Created
- Object > Ticket > Tags | contains at least one of the following | your_unique_tag
- Under Actions add:
- Object > Ticket > Assignee | your_agent_name
- Click Create.
For other questions regarding assignment issues, see the below articles:
4 Comments
Hi Zendesk team!
Is there a solution to do it such as: if a customer has already been in touch with an agent if he contact us again it automatically assign the ticket to this agent?
Best regards
At this time there is no native way to automatically assign tickets from specific customers to specific agents they have talked to for previous tickets. That said, there is a workaround to allow follow-up tickets to retain the ticket assignee found in the following article: How can the follow-up tickets retain the ticket assignee?
Cheers!
This article is great, however you might want to look at the order of the bullet points where you're listing the conditions/actions as they seem to be in the wrong order:
I've been informed that the article has now been updated. Thanks so much for bringing this to our attention and please let us know if you notice anything else that could use some Zendesk love :)
Cheers!
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