Trigger to unassign a ticket?

Answered

5 Comments

  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Eric!

     

    You can use the action assignee is blank, as below. You can use the conditions that better fit the ticket's properties

     

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  • Mayama

    Hi,

    I am testing creating tickets via API against a domain with a single agent.

    By the Zendesk rules

      https://support.zendesk.com/hc/en-us/articles/227331747-About-the-inborn-system-ticket-rules

    when a ticket is created, if there is only one agent in the group, the sole agent will be automatically assigned to the ticket even if the assignee_id is not specified in the API call.

    For us, this is undesired, so I tried to set a trigger for "ticket is created" and action "assignee is blank" but it didn't work: the trigger execution counter confirms the trigger is being called but the assignee doesn't change.

     

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  • Mayama

    OK. This actually works.

    Alex Perez (https://support.zendesk.com/hc/en-us/profiles/962139513-Alex-Perez) explained the reason it didn't work in my case: I have a single agent in the group. In this case, in addition to be automatically assigned to any tickets created in that group, Zendesk doesn't permit deassignment of the ticket. For deassignment to be possible there must exist at least two agents in a group.

     

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  • Nicole S.
    Zendesk Community Team

    Thanks for sharing, Mayama! Very helpful for other users to know. 

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  • Nicole S.
    Zendesk Community Team

    This thread has been closed for comments by the Zendesk Community Team. If you have a question you'd like to ask the Zendesk Community, please create a new post

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