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

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7 Comments

  • Jathan Désir

    Jason Paterson-- That's a great question. I've actually solved this with many triggers by making an exception by putting a label in place (i.e. don't auto-assign) or something like that. You could have it do it just for you, or manually put it there when you assign a ticket, so it doesn't re-assign it back to you. Play around with it, and you'll see what I mean. You'll need to add a check for that label in the Trigger rule to either see if it is or is not there.

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  • Jason Paterson

    Ideally I'd like the app (or Zendesk) to be able to set it to auto-assign to the agent when they first reply to a ticket, similar to how this trigger works. The only problem I have with the trigger is when I open a ticket, reply to the user, and then want to assign the ticket to someone else all on the first submit. The trigger still assigns it to me, so I need to go back in and reassign it again.

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  • Brett Bowser
    Zendesk Community Team

    Hey Jathan,

    There's no native functionality that will automatically assign the ticket to the agent that opens up the ticket unfortunately. The closest functionality you would get to this is through Guided Mode which I've linked the documentation for you.

    I hope this helps!

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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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  • 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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  • 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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  • Jathan Désir

    Hi All,

    I'm glad to see that there is an addon app to auto-assign a ticket to an agent as soon as they open the ticket, however, I believe that this was something that could be done via Zendesk without the need of an app. 

    Could someone please share if this is possible?

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