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

Question

How can I automatically assign a follow-up ticket to the agent that was assigned when the ticket closed?

Answer

By default, you can not assign a follow-up ticket to the assignee of the ticket at the moment they closed. As a workaround, create a workflow through the use of triggers and tags for each agent to achieve this goal.

To set up this workflow you need to create three triggers:

• Adding agent tags to tickets
• Auto-assigning a follow-up ticket
• Removing a tag from an agent

Adding agent tags to tickets

The first trigger you need to set up adds agent tags to tickets automatically. 

To add agent tags to a ticket with a trigger

1. Create a new trigger.
2. Add the following conditions under Meet ALL of the following conditions:

• Ticket | Is | Updated
• Assignee | Changed to | (agent name)
• Add the following actions under Actions:

• Add tags | (agent name)

Find below an example of what your trigger looks like.

Note: Tags can also be added to user profiles. User tags also tag tickets in the same manner as the trigger described above.

Auto-assigning a follow-up ticket

Create a trigger that auto-assigns any follow-up ticket to the desired agent. This trigger utilizes the tag that your first trigger applies to indicate who the ticket should be assigned to. 

To auto assign a follow-up ticket with a trigger

1. Create a new trigger.
2. Add the following conditions under Meet ALL of the following conditions:

• Ticket | Is | Created
• Channel | Is | Closed ticket 
• Tags | Contains at least one of the following | (agent name)
• Add the following action under Actions:

• Assignee | (agent name)

Find below an example of what the trigger looks like.

Removing a tag from an agent

The last trigger is designed to remove an agent tag, in the event that the ticket gets reassigned to a different agent.

To remove a tag from an agent using a trigger

1. Create a new trigger.
2. Add the following conditions under Meet ALL of the following conditions:

• Ticket | Is | Updated
• Assignee | Changed from | (agent name)
• Add the following action under Actions:

• Remove tags | (agent name)

Below is an example of what your trigger could look like:

Note: If an end user responds to a proactive text, the ticket that is created from the response is treated as a brand new ticket. In this case, tags are not transferred from the proactive ticket to the ticket that is created from the end-user's response.

For more information about follow-up tickets, see the article: How can I reset drop-down field values for follow-up tickets?.