Manually assigning a ticket

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5 Comments

  • Diego M

    Hello, is there a way to select 10 tickets and assign them all to a different group / person ?

    thanks, 

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  • Casey Eisenberg

    Hello,

    Is there a way to tell who assigned a ticket to someone? Meaning if a manager assigns a ticket to an agent are we able to tell who that manager is either in the ticket, in Explore, or both?

    Thank you

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  • Shannon Pesta
    Zendesk Customer Care

    Hey Casey! Welcome to the Zendesk Community! 

    At a quick glance, you can check ticket assignee changes by viewing the ticket events. For tracking historical ticket reassignments, you can create an Explore report using the Support: Updates history dataset. Depending on what exactly you'd like to capture, a few recipes come to mind. See below for examples of how you can build these reports: 

    Hope that helps! 

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  • Jacqueline Lolong

    Hi Shannon, is it possible to see in the ticket Event or elsewhere if an agent assigned a ticket to themselves via Play Mode or otherwise (ie. searching for the ticket in the Search bar then choosing to Take it)?

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  • Beto
    Zendesk Customer Care

    Hello Jacqueline, thank you for your question!

    Yes, in order to know if an Agent assigned a ticket to themselves, you can see it on the ticket events. It will be the same if it was via play mode, or searching for a ticket on the search bar. What you need to look for is the update where the assignee was set up. You will know the Agent assigned the ticket to themselves if the update is done by the same Agent. Something like this:

    I hope this was helpful! 

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