Can you automatically assign a new ticket to the agent who views it first and report if they reassign or unassign it from themselves?

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Publication le 12 juin 2021

Hi everyone,

Is there a way to automatically assign a new ticket to the agent who views it first?

Additionally, is there a way to report when an agent views the ticket, reassigns, or unassigns it from themselves?

If I can't stop cherry-picking, is there a way I can report it on it or create a query for it?

Thanks for the help.

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Date

Zendesk Customer Care

21 juin 2021

Hi Katrina,

No, there is not a native way to assign tickets to agents automatically. However, the Round Robin app allows for your agents or groups to have tickets assigned to them. Another option is to automatically assign tickets to the first responding agent.

Moreover, you can view the ticket events to see if an agent reassigns a ticket.

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