Can I automatically route tickets from a specific customer to specific agent?

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  • Raphaël Péguet -

    Hi Zendesk team!

    Is there a solution to do it such as: if a customer has already been in touch with an agent if he contact us again it automatically assign the ticket to this agent?

    Best regards

  • Nara
    Zendesk Customer Care
    Hi Raphaël,
    At this time there is no native way to automatically assign tickets from specific customers to specific agents they have talked to for previous tickets. That said, there is a workaround to allow follow-up tickets to retain the ticket assignee found in the following article: How can the follow-up tickets retain the ticket assignee? 
  • Kristin Bouveng

    This article is great, however you might want to look at the order of the bullet points where you're listing the conditions/actions as they seem to be in the wrong order:


    1. Create a trigger with these conditions:
      • Ticket > is > Created
      • Tags > contains at least one of the following > unique_tag
    • Under Meets ALL of the following:
    • Under Actions, select Assignee > agent_name
  • Brett Bowser
    Zendesk Community Manager
    Hey Kristin,

    I've been informed that the article has now been updated. Thanks so much for bringing this to our attention and please let us know if you notice anything else that could use some Zendesk love :) 

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