Automating Ticket Assignment to First Responding Agent
When a ticket is created without an assigned agent or group, you can streamline your workflow by configuring update ticket trigger rule to automatically assign the tickets to the first responding agents.
This ensures a seamless and automated workflow where unassigned tickets are quickly routed to active agents, minimizing bottlenecks and keeping the support process fluid and efficient.
Case 1: Both Group and Agent Fields Empty
- Go to Admin > Ticket Automation > Update Ticket Triggers >Add Rule.
- Enter the Rule Name and Description (optional) on the Create rule page.
- Define the conditions as shown below.
Assigned Agent Is empty
Assigned Group Is empty
Event Performer Type Is Agent
Event Type Is Reply Added
- Click the Next to set the actions to be executed i.e (Set Assignee = Event Performer).
- Click Add to finalize and save the rule.
Case 2: Group Assigned, Agent Field Empty
When a ticket is assigned to a group and the agent field is empty, a trigger can be used to assign the ticket to the first responding agent. This only applies if the responding agent is a member of the assigned group.
Set up this rule using these conditions:
Assigned Agent Is empty
Assigned Group Is not empty
Event Performer Type Is Agent
Event Type Is Reply Added
Set the actions to be executed i.e (Set Assignee = Assigned Group and Event Performer).
If the first agent to respond is not a member of the assigned group, the ticket will not be assigned to them. This ensures that ticket ownership is restricted to the group members.
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