In need of someone's help. We've had a hard time perfecting a trigger.
Our goal is to reassign all messaging/Whatsapp messaging tickets to our support team group without any specific assignee, so that they can be handled by any available agent.
The issue we're facing is that when the end user updates a messaging ticket, it appears as if the ticket is updated by "system" rather than the end user.
When we set the trigger conditions to *current user = end user*, the trigger doesn't fire when needed. To solve this, we have to set the conditions to *current user = agent* and add many caviats, which becomes problematic for ticket updates by agents..
Does anyone know a solution?
Thank you for contacting us for assistance. I understand that you are encountering challenges in setting up triggers to reassign messaging and WhatsApp tickets to your support team when an end user replies. I've looked into our available conditions, and it seems there isn't a straightforward solution since we lack a specific condition that checks for ticket updates made by the system.
However, I'd like to suggest an alternative approach that might resolve your issue more efficiently. Have you considered exploring Omnichannel routing? By leveraging Omnichannel routing, you can take advantage of the "reassign reopened tickets" feature. This could be an ideal solution because the system is capable of assessing agent availability and automatically reassigning tickets accordingly. You can find more detailed information in the following article: Managing your omnichannel routing configuration.
Please let me know if this seems like a viable option for you. I'm here to help with any further questions or to assist with other concerns you might have.