Is it possible for agents to assign tickets to other agents?
For example: We have an agent who has a ticket assigned to them. Once they complete their task, the ticket needs to go to another agent so they can complete the final task. We would like the first agent to assign the ticket to the next agent once their duties are complete. Is that possible?
Thanks!
Hey Brandi -
They should be able to; a ticket assignee can be changed at any time. More info on that here: Manually assigning a ticket to yourself, another agent, or a group
Hello Brandi,
For your interest - we have macros with nice content for reassigning.
They make a public comment advising the user that their ticket has been referred - but you can make these do whatever you like.
Hey Brandi,
There is an app https://www.zendesk.com/apps/support/auto-assignment/?source=app_directory
which auto assigns tickets to agents as soon as they open the ticket. Plus it doesn't do the same for Admins & Owner accounts so that they can freely audit.
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