Agents self-assigning without a comment

3 Comentarios

  • Andrew J
    Community Moderator

    You should be able to achieve something fairly easily, perhaps using a trigger with the conditions...
    Ticket is assigned
    Public replies equals 0

    You could also do something along the lines of bouncing the ticket back to unassigned if a ticket is assigned but a public comment is not placed.
    Depending on your preferred workflow you could give them a grace period of 1 to 3 hours before it becomes unassigned again or before it sends a notification.

    0
  • zach.prasser

    Thank you Andrew J !

    I've drafted a View for this with the following Conditions: 

     

    I have also drafter a Trigger that applies the tag (tag is: "self-assign_no-comment"):


    I checked for an Automation Action that would either bounce the ticket back to the original View (an Unassigned/New-Tickets View) and/or add the ticket to a View (the 'Assigned w/out Comments' View I drafted, above), however, I'm not seeing an Automation or Trigger that would accomplish this final step.

    Do you have any further insight as to how I can accomplish this? Thank you for your time :). 

     

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  • Andrew J
    Community Moderator

    I think you should be able to change to a group with no assignee, or possibly to no assignee and no group which may accomplish what you are looking for.
    Actions,
    Assignee: -
    Group: -

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