Looking to assign ticket to agent when agent clicks submit button (even if submit as new)

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4 Comments

  • Thomas Verschoren
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    If nothing on the ticket is changed it does not count as an update.
    So when being on status new and clicking on update with status new will not change anything indeed.

    There is a “take it” button next to the assignee field that kinda does the same thing you request.

    Or you can remove the status new and just assign empty tickets to the first agent that updates the ticket, but at least one change is expected. Could be a tag, field, comment or status change.

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  • Steve Logan
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    Where I'm having an issue is a agent will go to Unassigned Tickets and respond to it, and the ticket stays in Unassigned unless the agent first hits Take Ticket and then responds to it.

    I thought it would be automatic that if you responded to a ticket it becomes assigned to you, but that is not the case.

    That trigger above looks like it should do it, but I'm finding tickets in the Unassigned group today where there are clearly agent replies.

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  • Thomas Verschoren
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    Hey,

     

    Assigning to the first responding agent is a different story that’s more than doable:

    It requires the following trigger:

    You can change the conditions to comment is public and visible to client if you only want to assign on the first public reply:

     

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  • Devan
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    Business Rules/Macros AMA has ended, and comments have now been closed. If you have any related questions, you can create a new post in our Business Rules - Triggers, Macros, & Automations topic!

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