Can I automatically assign a ticket to the first responding agent?
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, you need to 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)
- Save your changes.