Trigger to not assign first responding agent if user is not in the assigned group
Hello,
Our various departments are split up in groups. Often times, we have individuals who are agents CC'd on tickets opened in groups that they are not part of. When the CC'd agent responds, Zendesk's auto assign trigger assigns the CC'd responder as the assignee on the ticket. Is there are way to NOT assign the "current user" as the assignee if they are not part of the assigned group?
EXAMPLE: Agent A is CC'd on ticket ID 123. Agent A is part of Group A. Ticket 123 is assigned to Group B. Agent A responds to ticket ID 123 to add additional comments. I do NOT want Agent A to be assigned as the assignee because the group also changes and the correct group loses visibility.
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How does Agent A respond (what channel), and how do other agents respond (what channel)?
If Agent A is responding exclusively through email and the others are responding directly in the ticket, you can eliminate the email channel as a condition.
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