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

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5 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

    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

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