Reassigning Customer Re-opened Tickets
So upon creating triggers, channels, views, etc for our Support Team we've noticed that when a ticket reaches its final closed status and a customer replies to that thread in their email it triggers a "New Ticket" under the channel Closed Ticket and does not assign to our grouping properly.
After talking with a live agent, there is currently not a way to set up a trigger/automation on this to "re-assign" that "New Ticket" to the previous agent assisting them – because this isn't a new topic just a continuation of the customer just now responding after 4+ days once triggered to close it would be extremely helpful for that reopened ticket to trigger back to the agent's assigned inbox.
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Thanks for sharing that feedback, Dakota. The workflow totally makes sense.
If other users would like to see this kind of functionality, please up vote Dakota's post and share any additional details you have in the comments below.
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Hello Dakota,
I have yet to test this, but this route might be worth trying out.
Trigger
Meet all conditions
Channel is Solved ticket
Tag contains “groupX” (tags transfer on follow-up tickets)Action
Assign to “groupX”You would need to create additional triggers/automations (one for every group) that fires at the end of the ticket's life cycle and adds the group tag. Which would then be used in case a follow-up ticket is created.
Hope it helps!
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I completely agree with Dakota's sentiment; I would be extremely helpful if reopened tickets would route back to the same assignee and group. Our customers frequently reopen closed tickets expecting their efforts to reach the same agent and be responded to quickly. The result is extremely sloppy ticket routing and A LOT of rerouting efforts by our team.
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