Auto-assign ticket to first responding agent

Comments

13 comments

  • Avatar
    Carl Mercier 

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

  • Avatar
    Meghan Vincent

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

     

  • Avatar
    MarkFly

    Has this ever been improved, or fixed??

     

    Thanks!

  • Avatar
    Alexander Aghassipour

    This has now been updated with working actions, thanks.

  • Avatar
    Du Nguyen

    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?

     

  • Avatar
    Vic - DigiDNA

    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!

  • Avatar
    Joy Carletti

    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!

     

  • Avatar
    CJ

    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) 

  • Avatar
    Edwin Schukking

    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]

  • Avatar
    Gareth

    *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! 

  • Avatar
    CJ

    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. 

  • Avatar
    Gareth

    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!!!

  • Avatar
    Justin

    Thanks for the feedback, folks!

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