Use triggers to prevent agents from reassigning tickets to other agents. This article describes how to build a trigger that will automatically assign the ticket back to an agent who tries to change the assignee.
The workflow includes the steps below.
Step 1: Create the trigger
- Open Admin Center and navigate to Objects and Rules > Business Rules > Triggers. Create a new trigger.
- Enter a title for your trigger and select a ticket category.
- Add the following conditions for your trigger:
Below Meet ALL of the following conditions, select Add a condition:- Object > Ticket > Ticket | Is | Updated
- Object > Ticket > Assignee | Changed from | (current user)
- Add the Actions:
- Object > Ticket > Assignee | Is | (current user)
- Object > Ticket > Assignee | Is | (current user)
- Click the Create button to save the trigger.
Step 2: Test the trigger
You can confirm that the trigger is functioning as expected later by checking the events of a ticket that any agent attempts to reassign.
This trigger prevents any ticket that has an assignee from being assigned to any other user in the account.