Jacob Bockelmann

Hi Nicole,

That's a bummer because it's the only scaleable solution to route follow-up tickets to the original assignee and group which is a completely reasonable feature request. We have over 200 agents and I'm not going to create and maintain a tag + trigger per agent to achieve this functionality. Friction like this adds up and makes Zendesk a real challenge to use as our agent base has grown.

Hi Nicole Relyea,

I don't recall the article name but if you search your archives by any of these strings you should be able to find it as they're verbatim from the article:

The names of the targets used:

"Set Original Assignee ID"

"Set Original Group ID"

"Set Assignee from Original Assignee ID"

"Set Group from Original Group ID"

 

Trigger names:

"Follow-Up Ticket Routing to orig. Assignee - trigger 1"

"Follow-Up Ticket Routing to orig. Assignee - trigger 2"

"Follow-Up Ticket Routing to orig. Assignee - trigger 3"

 

A particular tag name:
"wait_for_assignee"

It is disappointing that this routing is not offered by Zendesk as a default option.

Similar to this workaround, Automatically assigning a follow-up ticket using triggers, I built my own workaround using  3 triggers which pull the assignee ID and group ID from the original ticket, save them to a target, and then pull them from the target when a follow-up ticket is created for use in routing the follow-up ticket to the original assignee and group.

This method of solving Zendesk's feature gap is way more scaleable than the aforementioned article because you don't need to create a custom trigger & tag per agent. Rather, since it uses assignee and group IDs, you just need to set this up once and it works for all agents as your team grows and contracts.

I built mine from a Support tip article which it looks like Zendesk pulled down. Bummer.