Hi,
I am trying to create a trigger to automatically assign a ticket to the last agent who talked to the customer, when the customer answers a close ticket.
So far the only solution I found is to make a trigger for each agent (if the ticket is closed and the agent is *** then assign to that agent), but would really like to make it work in only one trigger.
Looking forward to hear your solutions on this!
Best,
Andrea
Hi Andrea,
You might be able to do it with just two webhooks and triggers.
First, you need a new ticket field to save the assignee ID. Then, use a webhook for PUT /api/v2/tickets/{{ticket.id}}.json with the body: { "ticket": { "custom_fields": [{"id": YOUR_FIELD_ID, "value": "{{ticket.assignee_id}}"}] }}. A trigger should call this webhook when the ticket is resolved.
Now, create a new trigger for follow-up tickets which calls the webhook with a reverse action, transferring the value from the custom field back to the assignee_id.
Throughout the week, if I have time, I will develop it further for you.
Thank you for your answers!
I had not found the first article so I'll start with this.
Thank you Rafa, I have never worked with webhooks so it might take me some time before I understand this all.
Hi!
There is the detailed solution. I just tested it, and it works fine.
I hope it works well, otherwise let me know.
Thanks @rafa11
What would happen in the case the agent is deleted? Where will the ticket go then?
Thanks!
The ticket remains unassigned.
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By default, you can not assign a follow-up ticket to the assignee of the ticket at the moment they closed. As a workaround, create a workflow through the use of triggers and tags for each agent to achieve this goal. You can achieve that by following the instructions in this article.