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Auto-Assigning a new ticket to a group

  • August 26, 2015
  • 6 replies
  • 0 views

Hey Folks,

There is a way that i can automatically assign new tickets to a certainly group?

Thanks for help!

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6 replies

  • August 26, 2015

Vinícius,

Manage (cog) > Triggers > Add Trigger >

Meet all of the following conditions:

Ticket Is ... Created
Other: Current user is (end-user) ---- Or whatever you prefer
 

Perform these actions:

Ticket Group: (choose group)

Create trigger

 

Move trigger to top of triggers list. 


  • September 28, 2018

Update: the Triggers option is now under the Business Rules menu.

 

...dan


Nicole17
  • September 28, 2018

Thanks for noting that, Dan!


  • October 23, 2018

Could someone help with this one?  this was working before, and it has since stopped. (I am on Professional)

What if I have multiple groups with multiple agents, and I want to automatically set the assignee  on a new ticket based on the current agents group, and not assigned to the actual agent? 


Heather13
  • October 23, 2018

Hi @Tim Shannon,

It shouldn't just break like that! Sometimes a change to users and groups can cause that in some circumstances but it would take someone to crawl through your account to see why.

I'm confused as to whether you want to automatically route the ticket to a Group or Route it to a specific Agent within that Group. Can you give the process and we can help with the solution?


  • October 23, 2018

Sure Heather, thank you!

Lets say an agent is creating a new ticket, based on a phone call.  The agent is in group 1, with 5 other agents.  The agent will enter the "requester" info, then a subject, and a description of the phone interaction.  The agent will then submit the ticket as open or pending, etc...At that time the hope is to assign the ticket to "Group 1" so the original agent, and all others in group 1 can see the ticket. 

Next situation,exact same  but this time its an agent in group 2, with 5 other agents, upon submitting the ticket as open, to assign the ticket to group 2.

Never auto assign to a specific agent, but to the group the agent is a part of.  If it needs to go to a specific agent, we manually assign the ticket. 

 

I hope this makes sense. 

 

Thank you in advance.