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Personalizing the default "take it" assignment to a user-specific group

Answered


Posted Feb 07, 2019

Within our agency, our agents are split into a variety of groups with the ultimate goal of separating what each group can see from the others. By default, our "take it" button next to the Assignee field assigns it to the agent in our main group that everyone, all departments, is included in. Is there a way to a) customize the "take it" button so that each user will assign it to themselves within their own group or b) remove the "take it" option all together. We have set up macros, located at the bottom of the ticket module, so that when they select the take it option within the macro, it will assign the ticket to them within their proper group. Unfortunately, our users keep confusing the macro's action with the "take it" link located in a much more visible location next to the Assignee drop down menu.


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Brett Bowser

Zendesk Community Manager

Hey Brandon,

Are these tickets automatically being assigned to a specific group after they've been created or do they remain unassigned from both an agent and a group until someone selects the **Take It** button?

If so, you can set up a default group for each individual agent directly from within their agent profile. Example screenshot below:

By setting the agents default group from within their profile this should assign the ticket to the appropriate group when selecting the Take It button. 

Let me know if the above is not what you're looking for.

Cheers!

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That worked perfectly! Thanks for the help!

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Brett Bowser

Zendesk Community Manager

No problem at all Brandon :)

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