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Hi All,

 

We want to add a workflow to our instance, in that when an agent is updated from one agent to another an email is sent to the new Agent to notify them they are now assigned the ticket. 

If our agents go OOO and assign out their tickets, the ticket will remain in pending and the new agent will not be notified and have to look through their widgets to find the requests. 

Currently the workflow automation is limited in that it will trigger the email if the agent is none → agent assigned. Even when conditions are added this still triggers from no agent. We do not want this email for this instance, but only for one agent to another agent.

Has anyone been able to implement something similar using API’s? Thanks in advance.

 

Susan 

Hi ​@susanmccaughley , you can configure your workflow as shown below to complete the requirement:

 

  1. For Event node:
  2. Action node:

 

Body of the email:

I guess, you can try this and check if it works. You can use API to achieve the result, but it will be a bit more complicated that the above. Please do check it and let me know if it works or if you are facing any error with the same.

Hi Nav,

 

Thank so much for the input! Unfortunately the above workflow is what we have been trying to use, but this still sends an email when the agent is updated from none → agent, but we just want agent → agent. Hope this makes sense. 

 

Susan

Hi Nav,

 

Thank so much for the input! Unfortunately the above workflow is what we have been trying to use, but this still sends an email when the agent is updated from none → agent, but we just want agent → agent. Hope this makes sense. 

 

Susan

You need to use tags,
Workflow   any → any,
condition
tag FirstAagent found  →  e-mail to agent 
Tag not found, → set tag 

If they are pending they are pending and you shouldn't need to check up on them.
When they get opened they do and then they should get a notification. 
Having rules to auto close tickets good way to keep in the cue’s clean. 

Yeah Susan, thanks for the clarification. In the screenshot shared below, I’ve used the trigger as “Agent is updated - from - Any to Any”, this will ensure that the event is triggered only when a ticket has it’s assigned agent updated from one agent to another, and not from none to any agent. 

You can add the condition as shown below. This will ensure that even if the event is triggered when the agent is updated from none → agent, the action will not be executed.

 

I hope this helps!

Well its great!

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