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Agent Auto Assignment

Related products:Freshdesk
  • Sep 17, 2013 2:48 PM UTC
  • 3 replies
  • 27 views
Contributor

Instead of requiring the agent to assign themselves to a ticket, what if the action of replying to that ticket would auto assign the agent to that ticket. This would save a step and insure that those agents/supervisors that are just reviewing or posting notes on the ticket don't inadvertently take ownership of the ticket.



3 replies

Contributor

Hi Luke

Observer can help in such cases. You can use the Observer to automatically assign the Ticket to the Agent, who replied to the Ticket.


Hope that helps here.


regards
Vijay

Contributor
  • luke_10029
  • Author
  • Contributor
  • Sep 17, 2013 3:04 PM UTC

@VijayWon't Observer fire after the ticket is saved though? Because I can't reply and save before it asks for agent assignment.

Contributor

Hi Luke


Observer will be triggered when an Event happens on the Ticket.


This is a default rule we provide in Freshdesk now.


Screenshot attached.


regards

Vijay



observer_12980.png
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