When a solved ticket reopens, unassign that ticket for another agent. Use a trigger to automatically reset the Assignee field of tickets.

To create the trigger:

  1. Create a trigger
  2. Add the conditions below under Meet ALL of the following conditions
    • Object > Ticket > Status category | Changed from | Solved
    • Ticket details > Current user | Is | (end-user)
  3. Under Actions, add the conditions below
    • Object > Ticket > Assignee | Ticket > -
  4. Click Create trigger

Trigger setup to make reopened tickets unassigned.png

Note: For the trigger recipe above to fire on messaging tickets, remove the condition Ticket details > Current user | Is | (end-user). In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.

See:

  • Can I change a ticket status back to New?
  • Why are new tickets being created in Open status?
  • Why is the customer's reply not changing the ticket status to open?
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