Can I automatically assign a ticket to the first responding agent?

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4 Comments

  • Jathan Désir

    Hi All,

    I'm glad to see that there is an addon app to auto-assign a ticket to an agent as soon as they open the ticket, however, I believe that this was something that could be done via Zendesk without the need of an app. 

    Could someone please share if this is possible?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Jathan,

    There's no native functionality that will automatically assign the ticket to the agent that opens up the ticket unfortunately. The closest functionality you would get to this is through Guided Mode which I've linked the documentation for you.

    I hope this helps!

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  • Jason Paterson

    Ideally I'd like the app (or Zendesk) to be able to set it to auto-assign to the agent when they first reply to a ticket, similar to how this trigger works. The only problem I have with the trigger is when I open a ticket, reply to the user, and then want to assign the ticket to someone else all on the first submit. The trigger still assigns it to me, so I need to go back in and reassign it again.

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  • Jathan Désir

    @...-- That's a great question. I've actually solved this with many triggers by making an exception by putting a label in place (i.e. don't auto-assign) or something like that. You could have it do it just for you, or manually put it there when you assign a ticket, so it doesn't re-assign it back to you. Play around with it, and you'll see what I mean. You'll need to add a check for that label in the Trigger rule to either see if it is or is not there.

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