Assign ticket - automation
AnsweredHi, I am trying to setup an automation to assign New tickets that DO NOT have an assignee after 60 minutes, to be automatically assigned to a random tech from a specific group. I didn't get very far once I was selecting the action, it basically makes you choose one person.
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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.
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Skill Based Routing will likely have this feature at some point. For now it's at least a convenient way to filter tickets.
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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.
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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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