I want to be able to set a trigger that when an agent “views” a ticket even when he did not add a comment to the ticket it should auto be assigned to current agent.
My issue is, that agents check the unassigned ticket queue and they then cherry pick what tickets they want to handle and what not, so the solution would be to auto assign the ticket to the agent upon viewing a ticket regardless if he chooses to add a comment to it or not.
This should best be done by a trigger.
It is obvious that Zendesk does store a log in their backend of viewed tickets, you can see it in A. recently viewed ticket, B. you can see on every ticket “also on this ticket”
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