Agent Default Group reassignment
I have a trigger set to assign new tickets to a default group for triage.
When an agent uses the macro take it to manually assign a single ticket, I want the group to update to that agent's default group (not the triage group which they are also a member of) - it is not working as expected.
Hello Ashandra, thank you for your question!
I see that you have created a ticket with our Customer Service team regarding this same issue. The Agent is currently waiting for a reply on ticket #10556947.
Our team will be happy to help you on this!
The Agent's response was not helpful towards a satisfactory resolution. If there is additional information you can provide that may help understanding how to get the macro to function as expected that would be great. Or add the item for consideration to development.
Hello Ashandra, I hope you are well!
Unfortunately, our Macros are not currently able to make these changes all at once. If an Agent is already a member of the Group the Ticket is assigned to, changing the assignee field via a Macro cannot also change the Group to another one the Agent is a member of, even if it is the default one. The Group will change to the Agent's default Group only if the Agent is taking the ticket when the ticket is not currently assigned to a Group the Agent is a member of.
But this is a good suggestion to have. I can recommend that you create a feedback Post in our Community requesting this feature here.
You can explain your use case and the more traction this post gets, the more chances there are for our Development team to consider implementing this in the future.
I hope this was helpful!
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