Assign all incoming tickets automatically

Answered

6 Comments

  • Nicole S.
    Zendesk Community Team

    Hi Rachelle - 

    In order to automatically assign tickets to an agent, you would need to use triggers, which are not available on the Essential plan. You'll need to upgrade to Professional in order to automatically assign tickets. 

    For other users with the same question who are on Professional or Enterprise, the answer is to set up a trigger to assign the tickets to an agent. You would use the "status is" condition (i.e. status is "new") and then the "Assignee" action. Then all new tickets will be automatically assigned to the agent you specify. 

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  • Melanie Scarth

    Is it also possible to assign to groups - and then set a time limit in professional ? Meaning if nobody picks it up assign per day / shift of an agent ? 

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  • Thomas de Silva

    Hi Melanie

    Yes you can do that with an automation.

    Like this for instance:

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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  • Melanie Scarth

    Thank you Thomas.

     

    And how will the Agent / group be informed about the assigned tickets ? What is the best practice on proffessional?

     

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  • Thomas de Silva

    Hi Melanie.

     

    In the "Perform action" section you can add "Notify email group" or "Notify email user".

    #helpsome regards,
    Thomas de Silva
    Zendesk Consultant @ helphouse.io

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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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