Hi team!
I'm trying to check the triggers created to assign tickets to certain agents automatically. I want to be able to see how to make them not apply if the agent is OOO. Is there any way to control this? even if it's with extra triggers.
Ex: all the tickets from requester D will be assigned to agent F
In case agent F is OOO, those tickets should not be assigned to agent F.
Thanks!
Hi @Marga Obrador A, you can check Zendesk's own Out of Office app, which adds a 'agent_ooo' tag to the ticket when the agent is out of office.
You could then add a "tags contain none of these = agent_ooo" condition to each trigger that assigns to agents.
You'd then have to create a second trigger for each agent, to check if the 'agent_ooo' tag is present and Assignee = Agent D, then assign to F.
Hope this helps!
My Agent A is OOO
My Trigger to Assign ticket from Customer Z to Agent A
How do I amend the trigger to look for tag agent_ooo?
The New Ticket that is Unassigned does not have tag agent_ooo yet.
I cannot find the tag agent_ooo to add to my Trigger.
I cannot have a second trigger to unassigned if Ticket tag is agent_ooo as pre-existing tickets need to remain with Agent A and only New tickets should not be assigned to Agent A
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Thank you for reaching out with your question regarding triggers in Zendesk.
To amend your trigger to look for the tag agent_ooo, you will need to set the trigger conditions appropriately. Since the new tickets are unassigned and do not have the tag at first, consider implementing a sequence where the trigger can check for the presence of the tag after it has been set.
One approach is to ensure that when a ticket is initially created, the trigger checks if the requester’s agent is marked as out of office (OOO). You may need to implement a condition that allows for other criteria (like the ticket status or priority) to help manage which agent should be assigned.
Since the new tickets shouldn’t be assigned to Agent A if they are marked with the agent_ooo tag, you might have to create additional tags or conditions that can help identify those tickets accurately.
I hope that helps!