I have created a trigger where I'd like to route inbound tickets to a specific group based on the email. This is working fine, however when I try to manually reassign the ticket to another group, I'm unable to do so.
The trigger condition is as follow:
Conditions:
Received at Is email address
Actions:
Group is x
Please let me know where I need to change so I can manually move tickets to another group
Look at your events. Every time you reassign, the trigger is probably firing again. If that's the case, use tags to prevent it. Once the trigger fires initially, add a tag as an action (something like Add tags trigger_fired). Then in your required conditions, add a condition Tags>Contains none of the following and use that same tag. This way the trigger will only fire once on that ticket.
For our team we use "ticket is created" as a ticket can only be created once :)
Hello,
I wanted to see if this ended up working for you. I tried it on my end using the Ticket is Created option and using the tags but agents still seemed to be restricted to only reassigning to agents within their Group.
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.