Assign ticket - automation


  • Bastian Solutions

    To my knowledge, Zendesk doesn't have a way to automate this without using a 3rd party tool. I've tried numerous ways to auto assign using automations and triggers but didn't have any success. I eventually had to create fields within the user profile (a date stamp) and build a custom service that polls the api, pulls the oldest unassigned ticket and assigns to the user who's assignment date stamp is the oldest. 

  • Justin Fenech

    Skill Based Routing will likely have this feature at some point. For now it's at least a convenient way to filter tickets.

  • Dan Ross
    Community Moderator

    If I was going to avoid a 3rd party solution, Travis' solution be similar to what I'd be implementing.

    There are providers in the app marketplace that offer this kind of functionality though.




    We understand that this suggestion is extremely important for many auto assignment scenarios. The intention would be to allow the creation of filters / rules that perform automatic assignment based on the maximum number of tickets by agents, for example. 


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