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Workflow: How to automatically route tickets from a specific customer to a specific agent



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Madison Hoffman

Zendesk Digital Resources Team

Edited Dec 17, 2024


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7 comments

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

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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? 
 
Cheers!

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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

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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 :) 
 
Cheers!

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Is it possible to do this at scale? For example, a custom organization field that says "Primary Support Agent" and allows us to specify an agent. Then some sort of automation that says "If there's a primary support agent for Ticket > Organization, then assign ticket automatically to that Rep"

The goal here would be to avoid writing a trigger for every agent that we hire and rewriting them for any turnover that we have. 

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Hi Daniel! Thanks for the question. Unfortunately, triggers and automations do not have this kind of variability, so for each agent, one specific trigger will be needed (or automation depending on your use-case). I'm sorry for that.
 
However, it is possible to route tickets belonging to a specific organisation, towards a group of agents that can handle them. This would cover a larger number of your agents and you can have a ticket view showing all of these tickets assigned to the agent's group.
 
I hope this clarifies.

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Cant Tag “@employeename” . Its impacting my work. I would really appropriate if someone can get back to me on this . Thanks 

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