How can I set a trigger or automation so that when a solved, pending or on-hold ticket is re-opened by a customer response, it is automatically assigned to its original group but not a particular assignee/agent?
I want the next available agent in that group to be able to work on the ticket in order to resolve faster for the customer. I do not want the customer to have to wait for the specific origianl assignee/agent to respond.
Hi Tracy,
Welcome to the community! 👋
I assume when you say original group, that you mean the group it is already assigned to?
You should be able to achieve this using a trigger with the following conditions and action.
I hope this helps.
HI,
Confirming that if I use the trigger above to re-assign a ticket to "-", what it's really doing ins re-assigning it to the previous agent's group? Is that correct?
Hey @mucci I just tested this in my own account and it did unassign the ticket from the agent back to the agents group.
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