Workflow: Auto-assigning tickets to a specific agent or group

What's my plan?

In this tutorial, you'll learn how to use triggers to automatically route tickets to a particular agent, or a group.

The article includes the options below.

• Option 1: Routing tickets from a specific channel to one agent or group of agents
• Option 2: Routing tickets from an organization to a particular agent or group
• Option 3: Routing tickets from specific end users to a specified agent or group

Option 1: Routing tickets from a specific channel to one agent or group of agents

You can route tickets from a channel of your choice to an agent or group through triggers.

To follow this workflow

1. Create a trigger > Give your trigger a name and Category.
2. Under Meet ALL of the following conditions, add this condition:
   • Ticket > Comment | Is | Public
   • Ticket > Assignee | Is | -
     
3. Under Meet ANY of the following conditions, add the conditions of your choice to identify the tickets you want to assign. For example, you could use any of these conditions:
   • Ticket > Received at | Is | yoursupportaddressA
   • Ticket > Received at | Is | yoursupportaddressB
   • Ticket > Channel | Is | Web form
   • Ticket > Channel | Is | Email
   • Ticket > Channel | Is | Web service (API)
   • Ticket > Channel | Is | Messaging
   • Ticket > Channel | Is | WhatsApp
     
   • Ticket > Tags | Contains at least one of the following | example_existing_tag
     
4. Under Actions, add a tag that will allow you to identify those tickets :
   • Ticket > Add tags | auto_assigned_ticket
     
     
   • Also add either of the below actions, depending on whether you want to assign the ticket to an agent or a group:
     • Assignee and then select the specific agent.
       
     • Or Group and then select the specific group you want to assign these tickets to.
       
5. Click Create.
6. Create a test ticket and verify the outcome. Adjust your trigger conditions if necessary.

Tip: To see the tickets your trigger acts on, create a view using the above auto_assigned_ticket as a Ticket > Tag condition.

Option 2: Routing tickets from an organization to a particular agent or group

You can route your tickets from any organization to an agent or group through a trigger.

To follow this workflow

1. Create a trigger > Give your trigger a name and Category.
2. Under Meet ALL of the following conditions, add this condition:
   • Ticket > Comment | Is | Public
   • Ticket > Assignee | Is | -
   • Ticket > Organization | Is | Name of the organization
     
3. Under Actions, add a tag that will allow you to identify those tickets:
   • Ticket > Add tags | auto_assigned_ticket
     
     
   • Also add either of the below actions, depending on whether you want to assign the ticket to an agent or a group:
     • Assignee and then select the specific agent.
       
     • Or Group and then select the specific group you want to assign these tickets to.
       
4. Click Create.
5. Create a test ticket and verify the outcome. Adjust your trigger conditions if required.

Tip: To see the tickets your trigger acts on, create a view using the above auto_assigned_ticket as a Ticket > Tag condition.

Option 3: Routing tickets from specific end users to a specified agent or group

You can route tickets from a specific end user to a single agent or group with a trigger. Follow the steps below.

• Step 1: Tag your user
• Step 2: Create a trigger and use the tag of your user as a condition

Step 1: Tag your user

Create a tag to identify the end user of your choice.

1. If the feature isn't enabled, enable user and organization tagging.
   
2. In Support, search the end user of your choice. Click their name to open their profile.
   
3. From the profile of the end user, use the Tags field to add the tag of your choice. For example, customer_ticket_routing_A.
   
   You can tag other end users of your choice.

Step 2: Create a trigger and use the tag of your user as a condition

Once the tag is created, you can create your trigger.

1. Create a trigger > Give your trigger a name and Category.
2. Under Meet ALL of the following conditions, add this condition:
   • Ticket > Comment | Is | Public
   • Ticket > Assignee | Is | -
   • Ticket > Tags | Contains at least one of the following | customer_ticket_routing_A
     
3. Under Actions, add a tag that will allow you to identify those tickets :
   • Ticket > Add tags | auto_assigned_ticket
     
   • Also add either of the below actions, depending on whether you want to assign the ticket to an agent or a group:
     • Assignee and then select the specific agent.
       
     • Or Group and then select the specific group you want to assign these tickets to.
       
4. Click Create.
5. Create a test ticket and verify the outcome. Adjust your trigger conditions if needed.

Tip: To see the tickets your trigger acts on, create a view using the above auto_assigned_ticket as a Ticket > Tag condition.