Auto assign tickets on first reply

Hi Cyrup,

were you testing the trigger by replying via e-mail or Zendesk Support?

Does "Update Via E-mail" mandatory?

thanks.

'Update via email' is mandatory (see the image I posted), underneath must meet ALL the follow conditions.

To test the trigger I was replying via Zendesk Support. I have been tracking agent first-responses on tickets and it has not be firing anyway,

Thank you

Hey Cyrup - 

This is one of the default triggers for Professional and Enterprise plans. You just need to activate it. Here are the details: Auto-assign to first email responding agent. 

Let us know if that helps you out, or if you have additional questions. 

Hi 

this is not working for me. 

I have it set up as it was when inactive. 

I simply activated as suggested but deosnt auto-assign to agent when they reply via the support portal 

any idea?

Hi

This is not working for us either. We have only activated the trigger but it does not auto-assign the case. We have tried with several tickets. Any suggestions?

I have also moved the trigger at the very top but still no luck.

Cant find other suggestions on other sites. Can you help zendesk?

Hi guys

The trigger of the OP is not correct, as it has Assignee is current users under any conditions. The trigger should work if configured as the article below

https://support.zendesk.com/hc/en-us/articles/203662176-About-the-Support-default-triggers#topic_ksf_3js_5t

Thanks Diogo. 

However, that is exactly how I have got it set up. It just doesnt fire when I leave a public note on a unassigned ticket.

Any other thoughts? Struggling to get this working and is very important for us to be able to auto assign tickets

ok I found the solution. remove the Update via | Is | Email: and add  Privacy is Ticket has public comments. 

Thanks Massimo, this works for us. Update via e-mail was the sinner.

Thanks for sharing what you figured our, Massimo!

Thanks for letting us know, Cyrup!