Can you automatically assign a new ticket to the agent who views it first and report if they reassign or unassign it from themselves?

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已于 2021年6月12日发布

Hi everyone,

Is there a way to automatically assign a new ticket to the agent who views it first?

Additionally, is there a way to report when an agent views the ticket, reassigns, or unassigns it from themselves?

If I can't stop cherry-picking, is there a way I can report it on it or create a query for it?

Thanks for the help.

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Zendesk Customer Care

2021年6月21日

Hi Katrina,

No, there is not a native way to assign tickets to agents automatically. However, the Round Robin app allows for your agents or groups to have tickets assigned to them. Another option is to automatically assign tickets to the first responding agent.

Moreover, you can view the ticket events to see if an agent reassigns a ticket.

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