Does anyone know a way to create an automation that will add/assign an agent to a ticket if they add a resolution and/or close the ticket? I have techs that are fixing an issue, adding the resolution to the ticket, and then closing the ticket without ever assigning themselves (or anyone else) to the ticket. We want the ticket to be automatically assigned to whoever inputs a resolution. Thanks!
Best answer by Kajal Vats
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+3
Hi
Greetings from Freshworks community!
You can set up the following automation under Admin>Workflows>Automation>Ticket updates:
This will assign the ticket to the agent who is resolving/closing the ticket if there is no agent assigned to the ticket.
Let us know if this helps!
Cheers,
Kajal
Thank you! It looks like this for me, but same general idea and it’s working.
+5
We approach this a little differently, and assign the ticket to the agent when they respond.
Good call to catch it when the ticket is marked as solved too
+3
Hi
Yes, it depends on the use case. The event can be while sending the response or just before the ticket is marked as closed/resolved.
Let me know if you have further queries.
Cheers,
Kajal
+5
Thank you! It looks like this for me, but same general idea and it’s working.
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