• Trudy Slaght

  • 21 juillet 2022 21:20

  This could be accomplished using a trigger that includes the condition "Assignee" "Changed to" "(agent name)" 
  
  Then you would use the action "Email user" "requester and cc's" and fill in whatever content you'd like sent.  Placeholders such as {{ticket.requester.first_name}} will work in both the body of the email and the subject.
  
  You may want to use other conditions in relation to status or whether it's when the ticket is created only etc - but this would allow a consistent response to always be sent.
  
  Depending on your workflow, adding a tag in the actions can also be useful to make sure the pre-determined response is only sent once - so your conditions would include that the tag is not present, and then your actions would add the tag. 

• Johnny J

  • 22 juillet 2022 05:55

  Hi Trudy Slaght thanks for your suggestion:)

  Apologies, if I wasn't clear enough. What we're attempting to do is have an agent (Full/light) manually enter the assignee of a group into the "Assignee" section when creating a ticket. For instance, if he puts "Change Advisory Board - John Doe," into the Assignee field, the change macro should display or must apply on the description automatically, and he should then submit the ticket. Is this possible?

• Dave Dyson

  • 22 juillet 2022 07:08

  Zendesk Community Manager

  Hi Johnny, thanks for the clarification – the best way to handle this with Zendesk's current functionality would be to create a macro that sets both the Assignee and also adds the comment text at the same time, and then train your agents to use that macro instead of manually setting the Assignee first. This might only really be scalable if the macro just sets the Group and not the specific agent assignee, but I thought I'd offer it as a possible workaround.
  
• Johnny J

  • 22 juillet 2022 07:40

  Hi Dave,

  OK, I get it, we already have that set up, but I just wanted this to go the other way. Hope this something Zendesk might later provide as a feature. Thanks again:)

• Dave Dyson

  • 26 juillet 2022 01:21

  Zendesk Community Manager

  Sure thing, Johnny!
  

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