Issues with assignee tags

Hi Gaspard Richard

Can you please elaborate on your full use case, what tag you need to assign on the new tickets and what you want to say when you say " I'm trying to use this way to automatically unassign ooo people on newly created tickets?"

Thanks 

Pulkit 

Team Diziana

Hi Gaspard ,

You can try using the below zendesk feature for auto tagging 

• "Add tags to users and organizations. Tags that have been added to users and organizations are also automatically added to tickets."

But if you are looking to manage OOO agents tickets , I suggest you use Zendesk OOO app which is really good , and i have used this in all the organizations which ii have worked for and it really helps.

https://support.zendesk.com/hc/en-us/articles/4408828358682-Installing-and-using-the-Out-of-Office-app 

@gaurav17

That's the app we're using, the issue being that when a ticket is assign through triggers to a person that is out of office, the ticket will still be assigned. That's the main issue we're facing right now, and the one I'm trying to tackle right now.

@pulkit12

So we are using the Zendesk OOO app, and as I explained above, the ticket is still correctly assigned to an agent, even if he's set up as out of office.

The issue we're trying to solve is this one, so I was thinking, in order for the triggers to work properly, that there is a way to add the assigned agent's tags on any tickets he's assigned to.

Could you please tell me if that's more clear ?

Although it's not the most efficient play, you could create a group of Triggers:

ADD Tag On Ticket Creation / Update
ALL Ticket is less than Solved; Assignee is JOHN DOE
ANY Ticket is Created; Ticket is Updated
ACTION Add Tag john_doe

REMOVE Tag On Ticket Reassignment
ALL Ticket is Updated; Ticket is less than Solved; Assignee Is Not JOHN DOE
ACTION Remove Tag john_doe

TEST Agent Availability
ALL: Ticket is less than Solved; Tags Contain john_doe, ooo
ANY: Ticket is Created, Ticket is Updated
ACTION: Reassign To Group

A better workflow might be to have a dynamic view of all open tickets in my group and have the team monitor that view for any open tickets after they finish their unsolved tickets.  Hope this helps!

Brandon

Hi there,

Brandon #1 (@brandon12) has provided the most straightforward way to do this. Another workflow modification is you could add a user field for OOO and have the trigger test for that field prior to transferring :)

Let me know if you have any other questions!

-The other Brandon

Brandon's of the CX world unite!

You can follow the Brandon Team recommendation, and optimize the number of triggers required by Creating a single Trigger that removes all personal Tags on Reassignment in bulk, making sure that you place it above the trigger collection that adds personal tags

REMOVE All personal Tag On Ticket Reassignment
ALL Ticket is Updated; Ticket is less than Solved
ANY Ticket Assignee Changed from (All of your Staff)
ACTION Remove Tag (All of your Staff Tags)