How can the follow-up tickets retain the ticket assignee?

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9 Comments

  • Brandon Martus

    Do you have to create this set of triggers for each agent? 

    Or is there a way to dynamically add/remove a tag that I am missing?

    1
  • Dave Dyson
    Zendesk Community Manager
    HI Brandon,
     
    Welcome to the community! Unfortunately, you'd have to do this separately for each agent.
    0
  • Andrew J
    Community Moderator

    Hello Brandon, you may be able to do part of this using (our) Agent Activity Tags app.  This will add tags for every agent updating the ticket, and you would need modify this behaviour by perhaps removing all agent tags when the ticket is reassigned or something.  Might help - just an idea.

    0
  • Adam Glenski

    Hi Zendesk Team,

    Are there any plans to implement assignee retention on follow up tickets in 2022? For companies of scale who pass tickets between agents frequently, setting up tags and nullifiers for each individual agent seems unnecessarily inefficient.

     

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Adam –
     
    No plans that I'm aware of, but this product feedback thread is the best place to follow when we do have information: Preserve Group and Assignee for user-generated follow-up tickets
    1
  • There should be a more straightforward and seamless solution to a basic problem. Having to tag a ticket with the original agent's name seems a little silly.

    0
  • Walter

    Currently, it seems like the best way to go about this is to create a webhook to update the ticket.

    0
  • Pablo Zarricueta

    How can i assign to the same group ? every time i tried this it changes to any other group that my agents are into

    0
  • Christine
    Zendesk Engineering
    Hi Pablo,

    If your agents are assigned to multiple groups, unfortunately, at this time there's no native Trigger action that would allow retaining the same group in follow-up tickets. However, I found a suggestion posted by another user on this thread that you can utilize for now. 
     

    Follow-up tickets inherit tags. We can use this to assign them to the group the original ticket was assigned to. For this, I add a unique tag per group on every ticket created.

     

    Assignment trigger:

    1. Ticket is created, assign to group1
    2. Add tag tag_group1

     

    Remove tag trigger:

    If the ticket is updated and assigned to a different group (e.g., group2), remove tag_group1, add a new tag of the newly assigned group (e.g., tag_group2). This helps avoid assigning a follow-up ticket to the wrong group.

     

    Follow-up group assignment trigger:

     

    Conditions:

     

    Actions: Assign to the group. 

     
    I highly suggest that you also upvote this feature request and leave a comment on the thread with your use case. Although it's been a while since this post was created, our Product Managers continue to monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. 

    Thank you.
    0

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