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