当专员通过电邮更新工单时，自动分配给最先回应电邮的专员触发器会在将工单分配给该专员。
如需将工单自动分配给最先从工单界面回应的专员，请按以下步骤操作。
自动分配工单
- 创建新触发器
- 在满足所有以下条件中添加以下条件
- 对象 > 工单 > 工单 | 是 | 已更新
- 对象 > 工单 > 受托人 | 是 | -
- 对象 > 工单 > 评论 | 是 | 有，且请求者可以看到评论
- 添加操作：对象 > 工单 > 受托人 | 对象 > 工单 >（当前用户）
- 单击创建触发器
有关触发器的更多信息，请参阅文章：关于触发器及其工作方式。
16 条评论
Javier DM
En relación a tu consulta, cuando se trata de un ticket de Mensajería, solo puede escribir en el chat el agente asignado al ticket. Por lo que no es posible escribir un mensaje (de chat) sin asignarse el ticket. El agente si podrá realizar cambios en el ticket, enviar correos y demás, pero la acción de enviar chats está reservada solo para el agente que tenga el ticket bajo su nombre.
Entonces como comentaba, no hay posibilidad de evitar este funcionamiento. Lamento mucho esto no se ajuste a tus necesidades, y a su vez si es algo que te gustaría solicitar como funcionalidad, puedes hacerlo en nuestra comunidad como sugerencia del producto.
En el siguiente artículo encontrarás información de como realizarlo:
Giving Product Feedback at Zendesk
También si necesitaras continuar trabajando este asunto, recomendarte crear un ticket con soporte a traves del bot, o bien me avisas y genero un ticket en tu nombre para tratar el tema.
Saludos y buen fin de semana!
0
René Nevárez
Cuando un agente abre un ticket en estado nuevo que viene desde algun canal de mensajeria no le permite enviar un comentario, solo visualizar el ticket por lo que no se puede actualizar el ticket y no activa el disparador.
¿Como puedo modificar esto?
0
Arianne Batiles
Hi 5008900848154,
Triggers fire based on ticket events while our automation only runs once every hour on non-closed tickets and checks if conditions are met. Unfortunately, it's not possible to send a message based on the number of minutes the customer last replied.
As a workaround, you can create macros your agents can use to send standard responses. See Creating macros for tickets for more details.
1
vincent solitario
Hello
Is this possible in trigger or automation?
What we wanted to happen is this.
Agent last reply> after 5 minutes (customer no feedback/reply) sent a message for follow > after 10 minutes (customer no feedback/reply) > sent a message to close the ticket then the ticket is automatic solved
0
Arianne Batiles
Hi 1263797836009,
Yes, an agent from a different group (ex. Group B) can respond to the ticket but can't be an assignee if he is not part of Group A. So either someone in Group A will be assigned and solve the ticket or allow the ticket to be re-assigned to another group.
0
Bill Reed
@Arianne Batiles
Let me put it this way:
We have two groups which work together. Let's call them Group A and Group B.
The tickets come in and auto-assign to Group A.
But if a Group B agent takes a look and solves the ticket, it reassigns it to Group B. And I need them to stay with Group A.
Having Group be part of the actions does not work if the solving agent does not belong to said Group. So I can't set the assignee to the agent who solved it *and* set it to Group A, it has to be one or the other. Am I correct here?
0
Arianne Batiles
Hi 1263797836009,
Do your agents only belong to one group? If so and you want the trigger to be assigned to an agent belonging to the group the ticket is assigned to, you will need to add Group as a condition under meet All and you will have to create the same trigger for each group.
If an agent belongs to multiple groups, you can specify the group under actions as well.
0
Bill Reed
Is there a way to do this, but only if the responding agent is a member of a specific group (or the group that is already associated with the ticket)?
I had this set up, but-- it's changing the set group on the ticket if someone from outside that group responds or adds a comment before a member of that assigned group does.
0
Dion
The trigger should only fire if the first reply was offered to the agent. I suggest that you contact our advocacy team and provide a sample ticket where your issue occurred so that we can check what happened.
This article will give you the instructions on how you can have a conversation with one of our advocates: https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support#:~:text=conversations%20with%20Zendesk-,Option%201%3A%20Contacting%20Customer%20Support%20from%20within%20a%20Zendesk%20product,-Ask%20for%20Zendesk
Regards,
Dion
0
Sarah Seiwert
Got it. We've got out trigger set up exactly as directed. However, agent A on our team was away on vacation and originally assigned tickets. Agent B checked in on their personal queue while A was away. When agent B offered the requester an emailed update, the trigger automatically reassigned the ticket to them. How can that be? I thought the trigger setup was only set to automatically assign tickets to the agent that offered the first reply? What additional conditions or exceptions need to be added?
0
登录再写评论。