Some Agents forget to click "take it" when they submit as pending and aren't able to see these tickets under My Tickets view and these tickets get buried in the All pending ticket view without an assignee.
Is it posible to make the "Assignee" field required when submitting pending ZD tickets?
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Hello Sandy,
You can't make Assignee required using normal methods, but what you can easily do is write a trigger that reopens any ticket that is set to pending without an assignee:
Conditions:
Assignee is "-"
Status: Pending
Action:
Status: Open
Jonathan's suggestion would be great for retraining!
I would add that I believe you can use the same trigger to set the Assignee to the current user if I'm not mistaken - I had to do that too! I personally didn't reopen the ticket from Pending, but it's something to consider as you know your teams best.
Happy Zendesking!
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