Automatically assign a follow-up ticket to the original group / assignee


  • Jennifer Morris

    Hello Zendesk. We are also struggling with this. We are an enterprise customer with multiple brands, multiple forms, multiple groups. We have 4 new groups onboarding with very high ticket volumes. There is a high percentage of Follow-Up tickets that have to be manually assigned to the group they originated from. I cannot understand how a new ticket emailed in can follow triggers to map to the correct groups but the follow-up tickets cannot follow that same path, they retain every other bit of form information. Is there a workaround that does not require a bunch of additional triggers to facilitate this? Thank you to anyone who has advice on this.

  • Elissa Tikalsky
    Zendesk Digital Resources Team

    Hello @...

    Thanks for reaching out in the Community!

    If I understand correctly, your triggers set up to route tickets to the correct agents/groups work perfectly well for newly created tickets, but are not applying to follow-up created tickets. Is that correct?

    Not being able to see the specifics of the triggers, I can't say exactly what the solution would be, but I've outlined an example below that might be what you're dealing with or at least provide useful concepts you can apply to your situation:

    Imagine you had a trigger that routed all tickets created through the Web Widget to a certain agent group:


    In this case, the trigger won't apply to follow up tickets because follow up tickets are actually created through the channel "closed ticket". So you can either clone that trigger and create an identical one where you change that one condition to "Channel is closed ticket". Or if you have no conditions in the "any of the following" conditions section, you can do this:


    That's just one solution to one scenario. But hopefully it helps!
    If you'd like to share an example of a trigger/scenario you have where the follow ups aren't routing correctly I can definitely tackle that specifically and try to get you up and running! If you'd prefer to work on this in a private ticket we can do that as well.

    Let me know!

  • Elissa - 

    My large enterprise organization has the same challenge as Jennifer's. The issue with the trigger you shared is that we have no way to identify what group the ticket previously belonged to, which is instrumental for the "group = support" action. We have many groups per brand that consist of very different groups of resources that support very different products and services. As such, we cannot just assume that a ticket belongs to a given group based on the brand for which the ticket was created (and channel being closed ticket) - we need to know which group or assignee was handling it. Are there any other ways?

    As it stands right now, we are forced to tell our end users to create a new ticket when they attempt a follow-up, because the effort it would require to manually distribute these tickets to the appropriate groups would be cost prohibitive for our agents.


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