Hello,
I'm running into an issue with agents self-assigning a ticket to themselves, forgetting to comment, and leaving the ticket Open. This creates a dent in our SLA.
Is there a way to prevent an agent from assigning a ticket to themselves without first doing a public reply? Or can I create a trigger that notify's my Slack that an agent has done this soI can proactively address the issue in real-time? Thank you!
You should be able to achieve something fairly easily, perhaps using a trigger with the conditions...
Ticket is assigned
Public replies equals 0
You could also do something along the lines of bouncing the ticket back to unassigned if a ticket is assigned but a public comment is not placed.
Depending on your preferred workflow you could give them a grace period of 1 to 3 hours before it becomes unassigned again or before it sends a notification.
Thank you
I've drafted a View for this with the following Conditions:
I have also drafter a Trigger that applies the tag (tag is: "self-assign_no-comment"):
I checked for an Automation Action that would either bounce the ticket back to the original View (an Unassigned/New-Tickets View) and/or add the ticket to a View (the 'Assigned w/out Comments' View I drafted, above), however, I'm not seeing an Automation or Trigger that would accomplish this final step.
Do you have any further insight as to how I can accomplish this? Thank you for your time :).
I think you should be able to change to a group with no assignee, or possibly to no assignee and no group which may accomplish what you are looking for.
Actions,
Assignee: -
Group: -
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