default agent

has this been corrected yet?  It doesn't seem to have been corrected.  Maybe there is a seperate thread for this feature request?   

This is not working. Our Freshdesk does not auto-assign a ticket to the person creating the ticket.

But won't that create a notification to the agent who created the ticket telling him (uselessly) that the ticket has been assigned to him?

We'd like one of two things (an option):

• Make agent writing the ticket the assignee. No clicking needed.
  
• Ticket defaults to a pre-defined assignee. No clicking needed during ticket creation.
  

In both cases, we don't want a notification to be sent to that agent. Agent notifications are already pretty primitive and we get too many. The signal:noise ratio of Freshdesk notifications isn't very good.

@mrsmith - we would also like to see the agent creating the ticket to be the assignee by default. Of course, it would probably be a good idea if, by exception, an agent, other than the one creating the ticket, could be also specified as the creating agent on the new ticket submission form. (ex: when Agent A makes a ticket on behalf of Agent B)

The thing about this is that from a UX (clarity to agent) perspective, auto-assigning tickets after they're created is not ideal. When creating a ticket, the default agent should already be chosen and visible. Agent can change that if he wants. If things are done in an Observer rule afterward, it's not obvious when creating the ticket. Observer rules are not a replacement for sensible settings. I like Freshdesk, but I have the impression that it relies too much on rules and is missing important built-in settings. And this impacts usability.

<sorry-for-the-rant>

The solution that was presented by Arvind doesnt really address the main problem.  Unfortunately, I find it frustrating at times that I sometimes get a solution to a problem to which I never inquired.  

For example, when I bring up Problem A and ask if Solution B is possible with the current FD implementation, I will often get a response from the FD Support Team like "If you want to solve Problem C, you can easily use Solution B".  

I guess this presents some sort of solution in a very small amount of the forum topics, but at best it seems that my problem is being side-stepped.

In this thread, Leeza Harris basically asked if the logged in agent could be automatically assigned to a new ticket, rather than having to manually select his/her name. FD comes back with a different issue, but with the desired solution (albeit, via a rule).  If the solution can be made available via an observer or supervisor rule, wouldn't it then be quite easy for the FD dev team to implement this on their side, so the users can enable this as an option, rather than to create rules that will be obfuscated in a few months time (i.e. buried under the other 40 Observer rules)

</sorry-for-the-rant>

@Aravind - thanks for your email. I definitely still love using FD, but I guess I would rather just hear a more straightforward answer - like "sorry, FD doesn't currently support this, but we'll submit this feature request", rather than hearing about a solution to a problem that I don't have. It kinda makes me feel like the FD team didnt really understand my email/message/issue.

@aravind - just a small request - if it could be possible to set a default group for each Agent, that would eliminate the need for requirement #2. At least for my helpdesk, a lot of our agents belong to multiple groups, but usually only have 1 main group in which they belong/work

Any update on the auto-fill at creation of a new ticket by an agent?