Make Reopened Ticket Unassigned in Zendesk
How can I make a reopened ticket unassigned in Zendesk?
To make a reopened ticket unassigned in Zendesk, you can set up a trigger. This trigger will reset the ticket's assignee field when a solved ticket reopens.
To create this trigger, start by creating a new trigger and add the following conditions under 'Meet ALL of the following conditions':
- Object > Ticket > Ticket status | Changed from | Solved
- Ticket details > Current user | Is | (end-user)
Then, under 'Actions', add the condition:
- Object > Ticket > Assignee | Ticket > -
If you're dealing with messaging tickets, remove the condition 'Ticket details > Current user | Is | (end-user)'. For accounts with custom ticket statuses deactivated, use 'Status' instead of 'Ticket status'.
For more details, you can refer to the originalZendesk help article.
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When creating a trigger for reopened tickets in Zendesk, handling messaging tickets requires a slight adjustment. For messaging tickets, you should remove the condition 'Ticket details > Current user | Is | (end-user)' from the trigger setup. This…
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