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Feature Request: Automatically "demote" previous Assignee to Follower if another Agent takes the ticket



Posted Jun 02, 2020

As in the title: I would like to see Agents become Followers on tickets if another Agent takes the ticket.

The reason for this, is to ensure that agents don't "lose" tickets when they are handed off. Though agents should be proactive in transferring tickets, this does not always work and feels clunky given all the other automation that is available.

I can work around this partially, by creating a trigger that tests if the Assignee has been changed to the current user and then adding the current user as the Follower if so. This "works" by pre-emptively setting the follower so that it exists before a change of hands of the ticket. However, this only works if an Agent takes the ticket. If the ticket is assigned to an Agent by someone else, then this never occurs.

Ideally, the way I would like to see this implemented is an option similar to the pre-existing one for CCs to Followers in Admin>Settings>Tickets:

Something like "Automatically make old assignee a follower", which you can check to globally manage the setting.

Since triggers can detect "Change"/"Changed to"/"Changed from", it may also be useful to add something like "previous assignee" as something that Followers can be set to.

The only other work around I can think of, is making a trigger for every single agent where it tests "Assignee changed to <that agent>" and then an Action of "Add Follower <that agent>". That would be too much to manage longterm.


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4 comments

Hey Alex

This is such a good proposal and something I'd really looking forward to.

I've been trying to figure out a workaround for this and no luck so far.
Hope this could make it on Zendesk's radar.

 

Thanks, Nemo

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This would be really helpful and does not sound too complicated to implement. Currently, this is a manual process and can easily be forgotten.

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Sydney Neubauer

Zendesk Luminary

+1

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Amisha Sharma

Zendesk Product Manager

Hey all, thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

Thank you again for your feedback and for being a valuable customer with Zendesk.

 

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