I'd like to set up a "single point of contact" mechanism on my Zendesk account, that is to say all tickets from a specific requester are assigned to a specific agent. However, I just can't afford to manually tag my end-users in advance. Therefore, I'd like the assignee of a requester's first ticket to become that single point of contact.
I'm looking at a 2-step approach:
- 1st step would be to create the first link between a new requester and an agent. I'm thinking about creating an field "assigned agent" for my end-users so I can store the name of the future assignee at user level, and use it for future ticket assignment. For the initial linking between my new requester and the assigned agent, I'd like to get the value of the "ticket assignee" for my end-user's first request and store it in my "assigned agent" user field.
- 2nd step would be to automatically assign tickets from this requester to a specific agent. This doesn't seem like a big challenge as I can use organisation-based or tag-based triggers.
However, I'm struggling to find a way to achieve step1 in a clean way. I thought of using a trigger that would say IF ticket is updated + assignee is John Doe THEN set "John Doe" as value in "Assigned agent" user field. I'd like to find another way so I don't have to create a trigger per agent.
Could someone help me out please?
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