Auto-Assign Tickets to First Responding Agent
Is it possible to auto-assign tickets to the first responding agent in Zendesk?
While the auto-assign function is primarily for the solving agent, you can use triggers to assign tickets to the first responding agent. By setting conditions such as 'Ticket Status is changed to pending' and actions like 'Assignee - current user', you can create a workflow that assigns tickets to the first agent who responds.
This requires some customization with triggers, but it allows for flexibility in ticket assignment beyond just the solving agent.
More related questions
How do I enable auto-assign for agents on ticket solve in Zendesk?
To enable auto-assign for agents on ticket solve, navigate to the Admin Center. In the sidebar, click on 'Objects and rules', then select 'Tickets' followed by 'Settings'. In the 'Assignment' section, check the option 'Auto-assign tickets upon…
What happens when a ticket is solved without an assignee in Zendesk?
When a ticket is solved without an assignee, Zendesk automatically assigns it to the agent who solves it. If a ticket is set to 'Solved' by a trigger or automation without an assignee, the next agent who updates the ticket becomes the assignee….
Can I prevent tickets from being auto-assigned to agents on holiday?
Yes, you can prevent tickets from being auto-assigned to agents on holiday by using the 'Out-of-Office' app. This app helps unassign tickets from agents marked as out-of-office, placing them back on the group dashboard. If an agent is on holiday…
What should I do if auto-assign doesn't work as expected in Zendesk?
If auto-assign isn't working as expected, ensure that the 'Auto-assign tickets upon solve' option is correctly enabled in the Admin Center. If issues persist, consider using the 'Out-of-Office' app to manage agent availability and ticket…
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