When a solved ticket reopens, you may want it unassigned so that another agent can work on it. By utilizing a trigger, you can easily reset the ticket's assignee field.

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 below conditions.
    • Object > Ticket > Assignee | Ticket > -
  4. Click Create trigger

Trigger setup to make reopened tickets unassigned.png

Note: For the above trigger recipe 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.

For more related content, see the articles listed below.

  • 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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