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Trigger when a ticket has not been assigned from a group to an individual user within the group

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Sara Pearson

Data ultimo post: 23 giu 2022

We currently have our Level 1 agents assign specific types of tickets to a Level 2 group, and then agents from that specific group are expected to assign the ticket to themselves. 

I am looking for a way to run a trigger if a ticket has been assigned to a Level 2 group but not picked up by a specific Level 2 agent for more than a certain period of time.

 

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    Dave Dyson

    Hi Sara,
     
    Triggers work immediately when a ticket is created or updated, so they work for this use case. Automations do work on a timed basis, but I'm not sure there'd be a way to make one work based on time after a ticket is assigned to another group either, but since this is question more about building a business rule and not specific to deploying them from a Sandbox, I'm going to relocate your question to our Zendesk Suite Q&A topic, so more people can see it, and possibly chime in with their ideas.

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