Recent searches


No recent searches

Manually assigning a ticket



Edited Oct 04, 2024


0

18

18 comments

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

thanks, 

0


image avatar

Casey Eisenberg

Zendesk Luminary

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

0


image avatar

Shannon Kertis

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! 

0


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)?

0


image avatar

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! 

0


Hi :)

We've "just" switched to the "new" workspace. I've noticed that when you need to assign a ticket to another group you now have to do it twice in a way.

When opening/pressing the Assignee drop down menu, we write the name of the group we want to assign to. When pressing the group, a different group than the ticket is assigned to, it opens the group and gives us the possibility to assign to agents in the group and at the top of the list there is the group itself.
Normally we wouldn't assign a ticket to a specific agent by searching a group and the the person. We would just write the persons name

My question is, would it be possible to make it possible to assign to another group by only clicking once? instead of having to click twice? :)

I know that it's a small thing, but it can save a lot of clicks for our agents over time.

0


image avatar

Dane

Zendesk Engineering

Hi Mathias,
 
Clicking the group two times to assign it to that specific group is by design. Unfortunately, there's no option to modify it.

1


Hey there, i have one doubt.

Is there a way to send a notification whenever an agent replies to the user's support tickets ? 

1


image avatar

Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Fury,

 

This is one of the default notificaitons in Zendesk: Notify Requester & CCs of a ticket update.  The condition is required that there is a public comment on the ticket.  Hope this helps!

 

Brandon

0


Hi there, Great. also how can i use push notification to give users alter on mobile ? 

0


Also I have one doubt when agent lets say supporter role user comments on ticket will it send email at that time ?

0


Hey brandon.tidd,
any. updates on this queries ? also i wanted to ask in `Notify Requester & CCs of a ticket update` will notify me after 10 minutes. Am i correct ?

0


image avatar

Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Fury Op -

 

Sorry for the delay!  

Hi there, Great. also how can i use push notification to give users alter on mobile ? > Would recommend downloading the Free Zendesk Mobile app

Also I have one doubt when agent lets say supporter role user comments on ticket will it send email at that time ? > By default the system will notify end-user / requester of comment update, and optionally another Trigger to alert assignee of comment update.  Both of these can be found in your Triggers section of the admin center.

 

also i wanted to ask in `Notify Requester & CCs of a ticket update` will notify me after 10 minutes. Am i correct ? > Triggers fire immediately on ticket update, though it may take a few minutes for the email notification to come through depending on how often your Inbox refreshes.  

 

More info here: https://support.zendesk.com/hc/en-us/articles/4408822236058-About-triggers-and-how-they-work 

Brandon

0


So our enterprise ran into a strange issue today with NOT being able to manually assign a ticket. Is there a status restriction on assigning tickets to other teams/groups? The ticket status was OPEN and we could NOT assign the ticket to another team, but we had no issues assigning a ticket with NEW status. Not sure if that matters??

0


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

Hi Kerry Payton there's no status restrictions on reassigning tickets unless there are business rules on your account that can stop you from reassigning them. 

I recommend checking the events of the affected tickets  to see if there are any triggers firing on those tickets. If you need further assistance, please contact us via Messaging so we can check on your account :) Thanks, Kerry!

0


Great, thanks! I tested some other tickets which were able to be manually assigned to other teams in OPEN status. Not sure what happened with this case, but will keep an eye out for the events and triggers next time we come across that issue.

0


image avatar

Audrey Ann Cipriano

Zendesk Customer Care

Alrighty, thanks, Kerry!

0


How do I prevent agents assigning tickets manually to other agents? 

0


Please sign in to leave a comment.