Question
I don't want my agents to be able to reassign tickets to other agents. When I assign a ticket to a specific agent, how can I prevent this agent from reassigning it to a different agent?
Answer
To prevent agents from being able to reassign tickets to other agents or groups, create a workflow based on a trigger.
To set up a trigger to prevent ticket reassignment
- Create a trigger.
- Enter a title for your trigger, for example,
Prevent Ticket Reassignment
. - Add the following conditions and actions for your trigger:
- Below Meet ALL of the following conditions, select Add a condition:
- Object > Ticket > Ticket | Is | Updated
- Object > Ticket > Assignee | Changed from | (current user)
- Add these Actions:
-
Object > Ticket > Assignee | Is | (current user)
-
Object > Ticket > Assignee | Is | (current user)
- Below Meet ALL of the following conditions, select Add a condition:
- Click Create.
Tickets are reassigned back to the agent, if the agent attempts to change the assignee field on a ticket. If the agent assigns a ticket to themselves or picks up an unassigned ticket, the trigger doesn't run, and the ticket is assigned correctly.
5 Comments
Hi Zendesk Team,
Thanks for your sharing.
In my mind, Mr @... has proposed a very good solution.
I have implemented this solution in my side. However, it doesn't work here. Kindly have a look.
The configurations of the trigger is just as the following:
I have used one of the agent's account out of the CS management team's group to test. It still can reassign tickets even after the trigger is active. Kindly suggest.
Hi Zendesk team, any update for this issue?
Hello Wei,
I created a ticket to investigate your individual case, please check your email. Thank you!
Any Updates on this?
My name is Michael with Zendesk support.
Are you experiencing issues with this trigger? Please feel free to contact our support team, and we'll do our best to help.
Best,
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