Could responsibility automatically be assigned?
If a new ticket drops in (and no trigger has been defined), there is nobody responsible for the ticket unless you change the responsibility manually.
I wonder if UR could help me to save some clicks: The last agent who responds will automatically be responsible for the ticket.
Do I have to define an automation rule for this?
Regards,
Peter
Just to add a note. Add extra condition - Responsible is not set, so if someone is already responsible - he won't be reassigned. of course if you require such condition
Just to add a note. Add extra condition - Responsible is not set, so if someone is already responsible - he won't be reassigned. of course if you require such condition
Hello Peter,
Please use Automationow Rules for this use case.
Create new trigger and select event Comment Created and set in conditions - User Role is Admin or Agent. In actions set responsible the author of the comment
Hello Peter,
Please use Automationow Rules for this use case.
Create new trigger and select event Comment Created and set in conditions - User Role is Admin or Agent. In actions set responsible the author of the comment
Just to add a note. Add extra condition - Responsible is not set, so if someone is already responsible - he won't be reassigned. of course if you require such condition
Just to add a note. Add extra condition - Responsible is not set, so if someone is already responsible - he won't be reassigned. of course if you require such condition
Thanks a lot!
Thanks a lot!
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