Hey community!
Question for you-
My team uses a shared support model. Agents can pick up tickets from other agents at anytime. This works really well for us and it is not something we will change.
The problem is, have a hard time assigning an agent to a ticket automatically. I have a trigger set up that assigns the last agent to update the ticket, but this is hard when some agents are just closing tickets out. How do you guys combat this?
Hi Robert!
What do you mean when you say "closing tickets out"? Are they Solving the tickets? Is this not what they're supposed to be doing?
If you can give us more information on how this workflow works it would be helpful!
Hey Jessie!
Sorry for the delay and thanks for responding!
Essentially, here is the workflow:
1. Customer emails Support
2. Agent 1 respond to Customer with a solution (can solve the case or just set to pending, irrelevant)
3. Customer responds (maybe some back and forth) and just says "Thank you" or something similar
4. A different agent or I will see the response from the customer, and solve the case again. The problem is that my rule will now assign me or Agen #2 as the assignee, when it should still be number 1.
Thanks for clearing that up, Robert! And apologies for the delayed response.
So the reason that the ticket is getting reassigned upon solve is because you've got a trigger set up that automatically assigns the ticket to whoever clicks "Solve". If you disable that trigger you won't run into this issue anymore!
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