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Enabling auto-assign for agents for any status change

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Michi Fried

Posted Feb 03, 2021

Would love the ability to auto-assign a ticket to an agent when they respond and submit the ticket as pending or on-hold.

Right now I believe the auto-assign feature can only be applied for auto-assign upon a "solved" status. Would be great to have for other statuses as well. 

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      Raphael Lacroix

      Hi,

      I’ve implemented this for the pending tickets; however, I’ve noticed that some tickets are being reassigned to the Zendesk account owner, despite the trigger indicating the assignee should be the current user. I suspect there may be a conflict with the due time set app or trigger. Any suggestions? 

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      Noly Maron Unson

      Hi Gerald,

      You can add a meet-all condition "Assignee not changed".

      With the addition of this condition, if an agent changes the ticket assignee it will not assign it back to the current user.

      Hope this helps.

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      Gerald J

      How can I exempt a scenario where an agent will assign the ticket to another group?

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      Dave Dyson

      Hi Michi, 

      Although there's not a setting for this, you can accomplish the same thing via a Trigger:

      • Under Conditions - Meet ALL of the following conditions, add: Ticket is Updated, and Current user is (agent)
      • Under Conditions - Meet ANY of the following conditions, add: Status Changed to Pending, and Status Changed to On-hold
      • Under Actions, add: Assignee (Current user)

      For more information about building Triggers, see Triggers resources

       

       

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