6 Comments

  • McCabe Tonna
    Comment actions Permalink

    Vinícius,

    Manage (cog) > Triggers > Add Trigger >

    Meet all of the following conditions:

    Ticket Is ... Created
    Other: Current user is (end-user) ---- Or whatever you prefer
     

    Perform these actions:

    Ticket Group: (choose group)

    Create trigger

     

    Move trigger to top of triggers list. 

    0
  • Dan
    Comment actions Permalink

    Update: the Triggers option is now under the Business Rules menu.

     

    ...dan

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks for noting that, Dan!

    1
  • Tim Shannon
    Comment actions Permalink

    Could someone help with this one?  this was working before, and it has since stopped. (I am on Professional)

    What if I have multiple groups with multiple agents, and I want to automatically set the assignee  on a new ticket based on the current agents group, and not assigned to the actual agent? 

    0
  • Heather Rommel
    Comment actions Permalink

    Hi @Tim Shannon,

    It shouldn't just break like that! Sometimes a change to users and groups can cause that in some circumstances but it would take someone to crawl through your account to see why.

    I'm confused as to whether you want to automatically route the ticket to a Group or Route it to a specific Agent within that Group. Can you give the process and we can help with the solution?

    0
  • Tim Shannon
    Comment actions Permalink

    Sure Heather, thank you!

    Lets say an agent is creating a new ticket, based on a phone call.  The agent is in group 1, with 5 other agents.  The agent will enter the "requester" info, then a subject, and a description of the phone interaction.  The agent will then submit the ticket as open or pending, etc...At that time the hope is to assign the ticket to "Group 1" so the original agent, and all others in group 1 can see the ticket. 

    Next situation,exact same  but this time its an agent in group 2, with 5 other agents, upon submitting the ticket as open, to assign the ticket to group 2.

    Never auto assign to a specific agent, but to the group the agent is a part of.  If it needs to go to a specific agent, we manually assign the ticket. 

     

    I hope this makes sense. 

     

    Thank you in advance. 

    1

Please sign in to leave a comment.

Powered by Zendesk