How do you handle group changes and solved tickets?
If you have agents who sometimes switch groups, you will run into a problem. When an agent is removed from a group, all tickets, even *solved* tickets, assigned to them under that group, immediately move and assign to the oldest group member instead. This then throws off all kinds of reporting on who solved issues. I want solved issues to update to the default group, same assignee, so that the agent who worked them still gets credit for them.
I was given a trigger path to try by Support, but it doesn't work for me, because we often have automations solve out tickets, and the trigger would require the last person to touch the ticket, to be the agent. It also appears that this kind of ticket move does not trigger the addition of tags added to a user, so that doesn't work to try and set up a way to push them back to the right assignee, either.
Does anyone have any suggested workflows for this? Doing it by hand is just not working, sometimes it's a thousand or more tickets and I cannot do this manually. This is also why automations are not a good option -- this task cannot take multiple hours to complete before I am allowed to update their groups, and automations can only do 1k tickets an hour, plus you have to wait for them to run.
At this point, I'm going to try writing up a method via the API as I'm not seeing any alternatives, but if anyone has one that doesn't require the API, I'd love to hear it.
I hear you, I just had an admin get bit by this recently.
Here's how we're doing things:
- We make a personal view for tickets assigned to the group/agent that's gonna be changed
- Add the new group to the agent's profile and set it as default
- Bulk update the tickets in the view from old agent/group to new agent/group
- Remove old group from profile
We use a tool called Lovely Views for our view management and it really helps with this problem too. It lets you select all ticket pages pages and run bulk updates in the background. I can do 1000 tickets in one shot that way easier than the max 100 at a time in the native UI with page flips every 30 tickets.
Thanks for this suggestion! I ended up setting up a trigger that explicitly listed the name of the agent who the tickets needed to "return" to and had conditions that if I was the one who updated the ticket, and the status didn't change from solved, assign it back to that agent. I then just had to manually update the trigger "per agent" that needed a group change. I was hoping for a solution where I wouldn't have to do anything special before removing a group, where I could set it up that if a ticket changed assignee without changing status from solved, set it back to the first assignee, but I think that's just not possible at this time.
Any chance you could share that trigger? My SSO provider accidentally changed all my agents to end users so all Solved/Closed tickets were reassigned. I'm looking for a way to assign them back to the last updating agent and this may work for me.
Thank you for your help!