Enabling Auto-Reassignment to Available Agents
You can use the ‘Update ticket trigger’ to set up automatic reassignment of tickets to a specific agent group when the current agent is unavailable to respond to customer replies. This article provides a comprehensive guide on configuring the ‘Update ticket trigger’ to streamline your customer support process and ensure timely resolution of tickets.
Create a trigger
Create an update ticket trigger with the conditions and actions specified in the screenshot below:
This trigger automatically reassigns tickets to the configured agent group when a customer replies to their ticket and the currently assigned agent is unavailable to respond.
Note: You can also assign the tickets to a specific agent.
Ticket-reassignment exclusion case
You can use tags to exclude certain tickets from reassignment. For example, if a ticket should not be reassigned, you can add a specific tag like “exclude-reassignment.”
Modify the trigger as specified in the screenshot below to include a condition to check if the ticket does not have the exclusion tag.
The trigger should not reassign the ticket if the tag is present.
Note: You can filter the tickets in the tickets view and update the tag to prevent them from being reassigned.
