Enabling auto-assign for agents on ticket solve

What's my plan?

Quick Look: Admin Center > Objects and rules > Tickets > Settings

You can enable tickets to be auto-assigned to the solving agent.

When enabled, tickets are assigned in the following ways:

• When an agent solves a ticket that is not currently assigned, and does not manually assign the ticket to themselves or another agent, the ticket will be auto-assigned to the solving agent.
• When a ticket is set to Solved status by a trigger or automation without an assignee, the next agent who updates that ticket is automatically set as the assignee.

  If you’ve enabled custom ticket statuses: When a ticket is set to a ticket status in the Solved status category by a trigger or automation without an assignee, the next user who updates that ticket is automatically set as the assignee.

• When an agent is the ticket requester and a trigger closes the ticket, that agent will also become the assignee.

To enable auto-assign on ticket solve

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
2. In the Assignment section, select Auto-assign tickets upon solve.

   

3. Click Save tab.