Auto-Assigning a new ticket to a group

Vinícius,

Manage (cog) > Triggers > Add Trigger >

Meet all of the following conditions:

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

...dan

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? 

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?

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.