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Enabling auto-assign for agents on ticket solve



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Jennifer Rowe

Zendesk Documentation Team

Edited Jun 21, 2024


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9 comments

Hello. 

We have an issue with this feature.

When a ticket is submitted as solved, it auto-assigns to the Agent that submitted the ticket as solved. The issue appears when that agent is on holidays and the customer reopens the solved ticket, as the ticket is assigned to the Agent that is on holidays, the other Agents can't see the ticket on their dashboards. 

I unchecked the "Auto-assign tickets upon solve" but Zendesk still requires selecting an assignee, and I cannot assign to the Group "Support" (where all agents can see the ticket if it is reopened) 

Unfortunately, the Zendesk chat help provided solutions that did not work at all (macros, automations, you name it), even installing a 3rd party app that did nothing. 

We need that the tickets that are submitted as solved are NOT assigned to a specific Agent or be able to submit as solved and assign to the Group "Support". 

Thank you for your help. 

 

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Gonzalo Rivero there is a cool app called out-of-office that helps to avoid that when an agent is set to OOO it unassign's and puts the ticket back on the group dashboard. 
here is the link to the app on zendesk marketplace 

https://www.zendesk.com/apps/support/49617/out-of-office/ 

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Tried it, it didn't work. Tried it again and it worked! Maybe it was some setting. 

Thanks!

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Hi Gonzalo, 
 
For visibility to our product team, can you post your use case to our Feedback - Ticketing System (Support) topic, using this template?
 

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Hi Gonzalo, I noticed you already did - thanks, and sorry I missed it!

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Hi! Is there a way to do this not only when solving but also when updating? I tried with this https://support.zendesk.com/hc/en-us/articles/4408838617882-Can-I-automatically-assign-a-ticket-to-the-first-responding-agent but I also need this to happen with later replies. 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi John!
The Auto-assign function is only for the solving agent. You are definitely on the right track that you can use Triggers for it. You can utilize the conditions such as “Ticket Status is change to *pending*” & the action would be “Assignee - current user”. This is just an example workflow but definitely tinkering around with the Triggers should create the workflow you are looking for. 

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Is this reportable in any way? 

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Is there any way to see how many times (or tickets) this auto-assign feature was activated during a certain period?

I am considering to disable this feature as I wasn't aware of this setting. But before that I would like to check how much this feature has been functioning in the first place.

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