Question
I want to assign the ticket to the first agent to respond. Can I automatically assign a ticket to the first responding agent?
Answer
Team, Professional, and Enterprise plans include a default trigger called Auto-assign to the first email responding agent, but it is inactive by default. This trigger assigns the ticket to the agent when the agent replies to the ticket notification they received by email. You can activate this trigger, if needed. This trigger works when the agent replies by email.
If you need to automatically assign a ticket to the first agent that responded from the Support ticket interface, create a separate trigger for that. Follow these steps. For more information about triggers, see About triggers and how they work.
To automatically assign a ticket to the first agent that responds from the ticket interface
- In Zendesk Support, click the Admin icon (
) in the sidebar, then select Business Rules > Triggers.
- Click Add trigger.
- Add the following conditions under Meet ALL of the following conditions:
- Ticket Is Updated
- Assignee is -
- Comment is Present, and requester can see the comment
- Add the following action
-
Assignee is (current user)
-
Assignee is (current user)
- Save your changes.
3 Comments
Hi Zendesk team,
I just edited and added the trigger to our account, however now face the issue of updates when merging new tickets in the begging of the day as the were left as new and unassigned before and now they are assigned to whoever merged them.
Is there a way to keep the trigger of automated assignee when updating a ticket but exclude the case of merging tickets?
Thanks!
Hey Federico,
I believe when merging tickets an internal note is added to the ticket that is being merged into. If that's the case, you could set up the automation to exclude any tickets that contain a specific keyword in the comment text. In this case, you could filter out any tickets that contain the keyword merged in a private comment.
The condition you're looking for is comment text > contains none of the following words > (keyword). It's not a perfect solution but that should hopefully help.
Let me know if the above doesn't get you the results you're looking for.
Cheers!
Hey Ben,
The app is finally here https://www.zendesk.com/apps/support/auto-assignment/?source=app_directory
Assigns tickets to agents as soon as they open the ticket. Plus it doesn't do the same for Admins & Owner accounts so that they can freely audit.
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