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Auto assign tickets on first reply

Answered
Cyrup

Hello,

 

I tried to set up a trigger that would auto-assign tickets to the agent who first responds with a public comment, as described once in a Zendesk post (it may have been this one but I swear I looked at something more recent).

It's not working. When looking at the ticket 'Events' the trigger is not firing at all.  Here is how I have it set up

 

13 Comments

  • Official comment
    Cyrup

    Hi all! I have attached an image of how we currently have it set up and it is working. I am not sure if this follows the default one. Sorry for not updating my thread when we had it worked out.

     

     

    Actions: Assignee = current user. 

  • Paulus Indra Salim

    Hi Cyrup,

     

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

    Does "Update Via E-mail" mandatory?

     

    thanks.

    0
  • Cyrup

    '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

     

    0
  • Nicole Saunders
    Zendesk Community Manager

    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. 

    0
  • Massimo DiDio

    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?

    0
  • Aleksander Nielsen e-Boks

    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?

    0
  • Massimo DiDio

    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?

    0
  • Diogo Maciel
    Zendesk Customer Care

    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

    0
  • Massimo DiDio

    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

    0
  • Massimo DiDio

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

     

     

    0
  • Aleksander Nielsen e-Boks

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

    0
  • Jessie Schutz
    Zendesk Customer Care

    Thanks for sharing what you figured our, Massimo!

    0
  • Jessie Schutz
    Zendesk Customer Care

    Thanks for letting us know, Cyrup!

    0

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