Using Triggers to auto assign to Agent in Zendesk Support | Community
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Using Triggers to auto assign to Agent in Zendesk Support

  • January 14, 2021
  • 1 reply
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L

Hello,

So, I've set up my triggers in Zendesk to automatically set groups for certain tickets, and in some cases, assign tickets to particular Agents, depending on skill.

I have also installed the Out of Office App, to allow agents/admins to set themselves as unavailable when necessary. Using the out of office app in triggers, will prevent tickets being assigned to the agent who is out of office.

However, I have backup agents and I cannot get these triggers to work correctly for me and I'm hoping the Zendesk community can help me with this. So, for "Group A", I have Agent 1, Agent 2 and Agent 3 who can deal with the ticket. The trigger is set to auto assign to Agent 1. When Agent 1 is unavailable, the trigger will not fire but it won't fire to assign the ticket to Agent 2, or if Agent 2 is unavailable, to Agent 3. 

I have watched the tutorial on triggers, and I have utilised this to successfully set up my first round of triggers, but I cannot get the backup triggers, for when the agent is out to fire properly. Does anyone have any tips on how to achieve this please?

    1 reply

    C
    • Chandra13
    • January 16, 2021

    Hi @Lorna McNerney! While I haven't personally implemented a solution similar to the one you described, I'd love to see if I can help.

    Would you mind elaborating a bit more on how you've set your trigger logic up for assigning Group A's tickets to Agent 1 when available as well as assigned Group A's tickets to Agent 2 when Agent 1 is not available? That should help me get a better understanding of why your backup agent triggers aren't being fired.

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