Force assignee only if blank
Hi,
We have a trigger set up in our system to stop tickets from becoming unassigned in our system as this could lead to a poor customer experience. The trigger is attached.
This trigger annoys my agents a lot though as if they respond to a ticket and they set the assignee to another group then the ticket will assign to them when they submit it and then they can assign to another group. In effect it takes two actions to do something that should take one.
Does anyone know a way around this issue?
Thankyou
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I see you have a clause to prevent the trigger from firing if the ticket has the "dont_selfassign" tag -- is this something that agents can apply themselves? Or could you create a macro for agents to use when they're going to assign a ticket to a different group, that adds the macro? (Or does that tag have other unrelated functions in your workflow?)
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Hi Dave,
Thank you for the reply.
I found we have an inactive trigger which adds it from a macro see the screenshot. We also have an automation that runs to remove the don't self-assign tag.
Seems like overkill just to stop tickets ending up in the middle of nowhere.
Any ideas on how to make this better?
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