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 new trigger.
  2. Add the conditions below under Meet ALL of the following conditions.
    • Object > Ticket > Ticket status | Changed from | Solved
    • Ticket details > Current user | Is | (end-user)
      Meet ALL of the following conditions with status changed from solved and current user is end user selected.png
  3. Under Actions add the below conditions.
    • Object > Ticket > Assignee | Ticket > -
      Action when the conditions are met with assignee is blank selected
    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 Ticket status.

    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?
Powered by Zendesk