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
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Object > Ticket > Assignee | Changed from | (current user)
- Add the Actions:
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Object > Ticket > Assignee | Is | (current user)
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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.
6 comments
Permanently deleted user
Hi Zendesk Team,
Thanks for your sharing.
In my mind, Mr @... has proposed a very good solution.
I have implemented this solution in my side. However, it doesn't work here. Kindly have a look.
The configurations of the trigger is just as the following:
I have used one of the agent's account out of the CS management team's group to test. It still can reassign tickets even after the trigger is active. Kindly suggest.
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Permanently deleted user
Hi Zendesk team, any update for this issue?
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Ekaterina Sumolaynina
Hello Wei,
I created a ticket to investigate your individual case, please check your email. Thank you!
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Leo Medalla
Any Updates on this?
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Michael Froeming
My name is Michael with Zendesk support.
Are you experiencing issues with this trigger? Please feel free to contact our support team, and we'll do our best to help.
Best,
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Sergio Ramos Rojas
Hello Zendesk team, will this trigger block macro assignment? I have macros that assign to different groups. I only want to block agents from assigning to other agents via de assignee drop down list.
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