Reassigning a ticket back to the original assignee | Community
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Reassigning a ticket back to the original assignee

  • August 27, 2021
  • 1 reply
  • 0 views
Anton21

In this use case, tickets are received from the customer (requester).
An agent will pick up the ticket and become the assignee.
He will then use a macro to assign the ticket (and add info in an internal comment) to the Logistics group.
An agent from the Logistics group will then add an internal comment and then we'd like to create a trigger or macro to assign the ticket back to the original assignee, being the first responding agent in this scenario. 

In this case Logistics group would not have to check who the original assignee was when assigning it back.

      1 reply

      A
      • Andrew42
      • August 27, 2021

      This would be possible using triggers. You would need triggers for each agent. If you have a large number of agents, that would be impractical.
      You would do something like creating a tag when a ticket is first assigned using an agent-based tag, and then depending how you want the ticket assigned back to the original agent create a trigger that does this based on the tag redesigned in step 1.

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