Question
I want to assign the ticket to the first agent to respond. Can I automatically assign a ticket to the first responding agent?
Answer
The Auto-assign to the first email responding agent trigger assigns the ticket to the agent when the agent updates the ticket through email.
If you need to automatically assign a ticket to the first agent that responded from the ticket interface, create a separate trigger for that.
To automatically assign a ticket to the first agent that responds from the ticket interface:
- Create a new trigger.
- Add the below conditions under Meet ALL of the following conditions:
- Ticket > Ticket | Is | Updated
- Ticket > Assignee | Is | -
- Ticket > Comment | Is | Present, and requester can see the comment
- Add the below action:
- Ticket > Assignee | Ticket > (current user)
- Select Create.
For more information about triggers, see the article: About triggers and how they work.