Could responsibility automatically be assigned?

Peter M. shared this question 3 years ago
Answered

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

Best Answer
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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

Comments (3)

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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

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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

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Thanks a lot!