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Trigger to unassign a ticket?

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Posted Oct 26, 2017

We have an online form that uses API to email and create a ticket. From what I understand these tickets have to be created by an agent account and then assigned to that agent. The problem is when that agent is out of the office he has to be the one to reassign it. Since he is the only one getting notification about it. Is there a way to automatically unassign it from him so other agents see it without checking? Triggers do not seem to have that ability. 


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Diogo Maciel

Zendesk Customer Care

Hi Eric!

You can use the action assignee is blank, as below. You can use the conditions that better fit the ticket's properties

 

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Hi,

I am testing creating tickets via API against a domain with a single agent.

By the Zendesk rules

  https://support.zendesk.com/hc/en-us/articles/227331747-About-the-inborn-system-ticket-rules

when a ticket is created, if there is only one agent in the group, the sole agent will be automatically assigned to the ticket even if the assignee_id is not specified in the API call.

For us, this is undesired, so I tried to set a trigger for "ticket is created" and action "assignee is blank" but it didn't work: the trigger execution counter confirms the trigger is being called but the assignee doesn't change.

 

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OK. This actually works.

Alex Perez (https://support.zendesk.com/hc/en-us/profiles/962139513-Alex-Perez) explained the reason it didn't work in my case: I have a single agent in the group. In this case, in addition to be automatically assigned to any tickets created in that group, Zendesk doesn't permit deassignment of the ticket. For deassignment to be possible there must exist at least two agents in a group.

 

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Nicole Saunders

Zendesk Community Manager

Thanks for sharing, Mayama! Very helpful for other users to know. 

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Nicole Saunders

Zendesk Community Manager

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