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Auto-assign ticket to first responding agent

In some scenarios you'll want to auto-assign a ticket to the first agent that responds to the ticket by email.
You might e.g. have a trigger that email notifies all agents in a specific group, whenever a user submits a request for assistance. You
would then want to assign the ticket to the first agent responding to the ticket notification via email.

You can easily set up a trigger accomplishing this behaviour. Name your trigger e.g. "Auto-assign to first email responding agent" and select the following conditions and actions:

CParSports.com___Edit_trigger-1.png

Note, if you remove the "Via Is email" condition, the trigger will always assign to the first responding agent. Not just when the agent responds per email, but also when the agent updates a ticket online. This might be beneficial in some setups.

Zendesk accounts created after June 16th already have this trigger included, although inactive. Simply activate it to enable the auto-assign functionality.

13 comments

  • 0

    This doesn't seem to work anymore. Could you update your instructions and screenshots please?

  • 0

    It's not working for us either.  Please update the instructions.

     

  • 0

    Has this ever been improved, or fixed??

     

    Thanks!

  • 0

    This has now been updated with working actions, thanks.

  • 0

    My CS team has 3-4 people who are on different time-zones. I am trying to schedule working shifts for these people so that their shifts can cover 24/7. Then I would like to setup Zendesk so that new tickets get assigned to the people who are currently on duty.  So basically tickets will get assigned to people based on the time they are created.

    It just does not make sense to assign the tickets agents who are sleeping. And I would like to eliminate tickets under unassigned category as quick as possible. Can we setup Zendesk to achieve this?

     

  • 0

    Well, the condition 'Ticket is' does not exist, neither the Assignee can be set to '(current user') ... so this is impossible to achieve IMHO.

    Am I missing something? Could you please advise?

    Thanks!

  • 0

    Hi @Info - 'Ticket is' will only exist under Trigger conditions (it's under the line beneath Ticket Satisfaction), but you won't find it in automations or views or or other business rules.  Is it possible you are looking in the incorrect spot?  (SImilarly, Assignee is current user is missing from some of those other functionalities.)  Let us know if you continue to have problems locating it!

     

  • 0

    Hi All,

    I was able to make this work by deleting the condition line "Ticket updated via". 
    Conditions left are:

    Ticket is : Updated 
    Assignee : is : --

    Then for Action:

    Assignee : (Current User) 

  • 0

    When an agent would solve a ticket online, will the agent then automatically become the assignee?

    We have removed the "Ticket updated via", but Zendesk still asks for an assignee when the agent clicks on the SOLVE button. 

    Is there something we have overlooked or is this not possible on a hub?

    Thanks in advance.

    [Lightspeedresearch.zendesk.com]

  • 0

    *bump* We are having the same problem. Our conditions are:

    • ticket is updated

    • assignee is "-"

    Then Perform this action - assignee (current user). 

    We get the message "Assignee: is required when solving a ticket"

    Help! 

  • 0

    Hi Edwin and Gareth,

    Solving a ticket is different from updating it (making the status from New/Open to Pending).
    Auto-assign trigger doesn't work if you are going to Solve the ticket from New to Solve thus you still need to Assign the ticket manually.  

    Regards,
    CJ | ABM Global Solutions, Inc. 

  • 0

    Ok. The closest feature request I have found is this one 

    https://support.zendesk.com/entries/22162211-should-be-possible-to-solve-a-ticket-with-a-group-assignee

    so if you want to Auto Assign a Ticket when you mark it solved add your vote here!!!

  • 0

    Thanks for the feedback, folks!

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