Prevent Agents from Reassigning Tickets in Zendesk
How can I prevent agents from reassigning tickets in Zendesk?
To prevent agents from reassigning tickets to other agents in Zendesk, you can use triggers. Triggers are automated actions that occur when certain conditions are met. By setting up a trigger, you can ensure that any attempt to change the assignee of a ticket will automatically revert back to the original agent.
To create this trigger, navigate to Admin Center > Objects and Rules > Business Rules > Triggers. Create a new trigger with conditions that detect when a ticket is updated and the assignee is changed from the current user. Then, set the action to reassign the ticket back to the current user. Once created, test the trigger to ensure it functions as expected. For more details, visit theoriginal link.
More related questions
What are the steps to create a trigger in Zendesk?
Creating a trigger in Zendesk involves a few straightforward steps. First, access the Admin Center and go to Objects and Rules > Business Rules > Triggers. Here, you can create a new trigger by entering a title and selecting a ticket category….
How do I test a trigger in Zendesk?
Testing a trigger in Zendesk is essential to ensure it works as intended. After creating your trigger, you can verify its functionality by checking the events of a ticket that an agent attempts to reassign. If the trigger is set up correctly, any…
Why might a trigger not work in Zendesk?
If a trigger in Zendesk isn't working, there could be several reasons. It's important to ensure that the trigger conditions and actions are correctly configured. Double-check that the conditions match the specific scenario you want to automate….
Can I customize triggers to fit different scenarios in Zendesk?
Yes, you can customize triggers in Zendesk to fit a variety of scenarios. Triggers are highly flexible and can be tailored to meet specific business needs by adjusting the conditions and actions. For instance, you can set triggers to activate based…
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