Unassigned Tickets

4 Comentários

  • Real Connections
    Community Moderator

    Hi David,

    This is indeed impossible at this moment, since triggers do not work with "current agent" conditions.

    The only thing you can do now is to set up a trigger which assigns tickets where assignee and group are not filled to you or a specific group (Customer Support/IT/Empty Group). 

    Mostly this is part of training agents to fill the form out correctly, but human errors are inevitable. 
    Hope it helps...

    KR,
    Jalle

    0
  • Socorro Fernandez

    Hi David and Jalle van Goor den Oosterlingh,

    The following trigger should work to assign it to the current user which would be whoever is creating the ticket, of course you would want to confirm this isn't stepping over any other trigger of yours:

     

    Hope this helps.

    0
  • David Arnspiger

    Socorro,

    Thank you.  That solved it.  I just eliminated a bunch of annoying emails to IT with that one little fix.  Not sure why I hadn't seen it that way myself.  Sometimes you just need other eyes on the problem.

    Thank you.

    Dave Arnspiger

    Quality Analyst

    Forney Industries.

    0
  • Nicole Saunders
    Zendesk Community Manager

    Thanks for answering, Socorro! David, I'm glad you were able to get things working as needed. 

    0

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