Auto-assign Tickets to First Email Responding Agent
How can I automatically assign a ticket to the first agent who responds via email in Zendesk?
You can automatically assign a ticket to the first agent who responds via email using a specific trigger. The 'Auto-assign to the first email responding agent' trigger is designed to assign the ticket to the agent when they update the ticket through email.
To set this up, you need to create a trigger that meets certain conditions. This includes checking if the ticket is updated, if the assignee is not set, and if a comment is present that the requester can see. Once these conditions are met, the action to assign the ticket to the current user (the responding agent) is executed. For more detailed steps, you can refer to the originalZendesk help article.
More related questions
Can I set up a trigger to assign a ticket to the first agent responding from the ticket interface?
Yes, you can set up a trigger to assign a ticket to the first agent who responds from the ticket interface. This requires creating a new trigger with specific conditions. The conditions include checking if the ticket is updated, if there is no…
Is there a way to auto-assign tickets to agents when they open them in Zendesk?
Unfortunately, Zendesk does not have a native feature to automatically assign tickets to agents when they open them. The closest functionality available is through Guided Mode, which helps manage ticket assignments but does not auto-assign upon…
How can I prevent a trigger from reassigning a ticket to myself when I want to assign it to someone else?
To prevent a trigger from reassigning a ticket to yourself when you want to assign it to someone else, you can use labels or exceptions in your trigger setup. By adding a label like 'don't auto-assign' or similar, you can create a condition in your…
Why can't I see certain trigger actions in Zendesk?
If you can't see certain trigger actions in Zendesk, it might be due to your subscription plan. Different plans offer varying levels of access to trigger conditions and actions. For example, the Essential Plan has a limited set of conditions and…
How can I ensure a ticket stays assigned to a specific group even if another group responds?
To ensure a ticket stays assigned to a specific group even if another group responds, you need to carefully configure your triggers. If agents belong to multiple groups, specify the group under actions in your trigger. You may need to create…
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