Josh Padnick

Thanks, Jarrad! We had a single field to propagate from org to ticket with only 6 possible values, so I wound up just defining 6 separate triggers.

Thanks for your input! We're on Zendesk Suite Professional, at least for now. And tags and a custom dropdown field were exactly what I was thinking is a possibility, though just as you said, if the number of agents becomes high, that gets pretty clunky and hard to maintain.

That may be our best bet, but curious if there's a more scalable option here?

We're setting up a support process where the first agent to whom the ticket is assigned is the "tier 1" agent, and that agent may later escalate the ticket by assigning it to a Zendesk group or a person who is a subject matter expert. In our process, the ticket is now in "tier 2." 

This has raised a key question: How can the tier 1 agent create a view that shows all tickets for which they were the initial assignee?

I tried creating a custom ticket field called "tier 1 agent name," but it looks like I can't automatically set this value with a macro, so that probably won't work. Any other thoughts on how I might be able to accomplish this?