Can I automatically assign a ticket to the first responding agent?

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3 Comments

  • Federico

    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!

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Kiranmayee Narahari

    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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