Can a ticket have multiple assignees at one time?

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  • Francois Spinnael

    I can only say that what is said above is correct.

    Should be standard Zendesk, clearly lack of Service Management knowledge of the Zendesk Team. 

    Having to deal with "self made" triggers isn't a solution.
    Since the triggers are limited, it would be a very quick win, if we can have 


    Assignee changed from - to "..."

    And having the possibility to have a custom field "Owner" (dropdown) : Current User, Assignee, Agent Names. 

    This would made it possible to made triggers.

    Currently the self made triggers is a trigger per agent, and each time a new agent starts into the company we have to create it manually... 


  • Susan Maher

    I agree with the above except that we need either custom fields to be smarter (like system fields) or we need a secondary assignee to be added as a system field.  We need to be able to test this field for generic terms and also we need to send notifications on a generic basis.  I need to be able to say notify Owner and not Joe Owens.  A custom field is no help. 

  • Devan La Spisa
    Zendesk Community Manager

    Hello @...,

    Appreciate you sharing this feedback with us since it helps us identify areas to level up our products. I would recommend sharing this in our Product Feedback forums so our developers can consider this for future upgrades. 

    Best regards. 

  • Joyce Gianan

    Would there be a possible calculated metric I can work with to get the duration or handle time of an agent on a particular ticket? Specifically those who touched the ticket but was not the last touch of that particular ticket? 


    Currently this is what I have:

    I have Update - Timestamp as one of my columns which tells me the start and end time the agent took action or have the tickets on their bin.

    My challenge is how do i get the duration if both data is on the same column?

    I can come up with a report in excel but I still want to check possibilities to have an automated report for Agent Handle time if I could get this to work.

    Thanks in advance!


  • Dane
    Zendesk Engineering
    Hi Joyce, 

    You can try to check our Time Tracking recipe Update handling time by agent.

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