How can I assign a ticket to an agent while closing it, if the ticket is unassigned?

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If the agent or group fields are found to be empty when closing or resolving a ticket, it would be possible to assign those tickets either to the agent who resolved or closed (Event performer) or to another agent who is designated to handle the ticket. You can find details on how to use the Update ticket trigger to achieve this in this article.

Creating an update ticket trigger rule

Follow the given steps to create an update ticket trigger rule:

Go to Admin > Ticket Automation > Update Ticket Triggers > Add Rule.
Enter the Rule Name and Description (optional) on the Create rule page.
Set the following Conditions and Actions.

Condition

Avoid solving or closing the tickets without an assignee or the group assigned - condition.png

Action

Avoid solving or closing the tickets without an assignee or the group assigned - action.png

Note:

Here, the ticket will be assigned to the agent (Event performer) who solved or closed the ticket. You can update the ‘Set Assignee’ as per your requirement.
If the ticket is closed by system automation, this rule will not be triggered.

Related Article

To find more details about the Update Ticket Trigger, refer to this article.

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