How to Assign an Agent When Closing an Unassigned Ticket
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:
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Go to Admin > Ticket Automation > Update Ticket Triggers > Add Rule.
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Enter the Rule Name and Description (optional) on the Create rule page.
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Set the following Conditions and Actions.
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Condition: Assigned Agent Is empty, Assigned Group Is empty AND Status Is Changed Any to Solved, Status Is Changed Any to Closed
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Action: Set Assignee Group Event Performer. If an agent doesn’t belong to the selected group, it will be left empty.
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- 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.
Operational Examples
Example 1: Ticket resolved by an agent with no assignee set
- Initial ticket fields:
- Assigned Agent = empty
- Assigned Group = empty
- Agent updates ticket status: Any → Solved
- Result (with Action = Set Assignee Group → Event Performer):
- The ticket is assigned based on the event performer logic as configured.
Example 2: Ticket closed by system automation
- Ticket status becomes Closed due to system automation
- Result:
- The Update Ticket Trigger rule does not run
- Assigned Agent and Assigned Group remain unchanged by this rule
Troubleshooting
The rule did not run when the ticket was closed
- Confirm whether the ticket was closed by system automation. If yes, the rule is not triggered.
The assignee group is still empty after assignment
- The assignee group may be left empty, as this is the expected behaviour.
FAQs
1) Can this rule assign tickets to someone other than the event performer?
Yes. The source indicates you can update the Set Assignee action “as per your requirement.” The specific alternate assignee options are not enumerated in the source.
2) Does this rule work when tickets are closed automatically?
No. If the ticket is closed by system automation, the rule is not triggered.
3) What does “Event Performer” mean in this rule?
“Event Performer” is the agent who performed the ticket update that matched the trigger condition (for example, the agent who changed the status to Solved or Closed).
