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Trigger for ticket assignment for a new message on closed ticket
Answered
Posted Nov 17, 2023
Hi,
I am trying to create a trigger to automatically assign a ticket to the last agent who talked to the customer, when the customer answers a close ticket.
So far the only solution I found is to make a trigger for each agent (if the ticket is closed and the agent is *** then assign to that agent), but would really like to make it work in only one trigger.
Looking forward to hear your solutions on this!
Best,
Andrea
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7
7 comments
Francis Casino
By default, you can not assign a follow-up ticket to the assignee of the ticket at the moment they closed. As a workaround, create a workflow through the use of triggers and tags for each agent to achieve this goal. You can achieve that by following the instructions in this article.
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Rafa D.
Hi Andrea,
You might be able to do it with just two webhooks and triggers.
First, you need a new ticket field to save the assignee ID. Then, use a webhook for PUT /api/v2/tickets/{{ticket.id}}.json with the body: { "ticket": { "custom_fields": [{"id": YOUR_FIELD_ID, "value": "{{ticket.assignee_id}}"}] }}. A trigger should call this webhook when the ticket is resolved.
Now, create a new trigger for follow-up tickets which calls the webhook with a reverse action, transferring the value from the custom field back to the assignee_id.
Throughout the week, if I have time, I will develop it further for you.
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Andrea
Thank you for your answers!
I had not found the first article so I'll start with this.
Thank you Rafa, I have never worked with webhooks so it might take me some time before I understand this all.
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Rafa D.
Hi!
There is the detailed solution. I just tested it, and it works fine.
PUT https://YOUR_SUBDOMAIN.zendesk.com/api/v2/tickets/{{ticket.id}}.json
Ticket Status category > Changed to > Solved
and the action
Notify by > Active webhook > your webhook
with the JSON body
{ "ticket":{ "custom_fields":[{"id": THE_ID_OF_YOUR_FIELD, "value": "{{ticket.assignee.id}}"}] }
Ticket Channel > Is > Closed ticket
Ticket Status category > Is > New
Action:
Notify by > Active webhook > your webhook
JSON body
{ "ticket": { "assignee_id": "{{ticket.ticket_field_THE_ID_OF_YOUR_FIELD}}" } }
I hope it works well, otherwise let me know.
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Johannes Garske
Thanks Rafa D.
What would happen in the case the agent is deleted? Where will the ticket go then?
Thanks!
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Rafa D.
The ticket remains unassigned.
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Johannes Garske
Thanks!
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