Hello!
Is there a way to assign a ticket to a specific agent using a variable or something? In our old Spiceworks we could type “#assign John Smith” (or “#assign jsmith@email.com”) to assign the ticket to an agent during creation.
I can probably do this with a Filter or Trigger, but there are 35 Agents in our system and I would love to not have to create 35 rules if it’s already built in.
You can use the conditions in the auto-assignment if that’s what you’re looking for? But that only works if the specific agent opens the ticket. if you need the customer to be able to set the owner, that’s a different story. In that case the only way i could think of is using a custom object.
What exactly is the use case? Personally I’d say, an agent is faster in using the owner field on the right hand side than typing your example - apart from the error proniness.
What exactly are you trying to solve? There might be workarounds, but it’s not exactly clear if they’d help you from what you’ve described.
Hey Guys! Thanks for the replies so far.
Here’s what I’m trying to do ..
I have an automated Appscript to send emails based on how many days have passed to create tickets regualarly.
For example, every 30 days, send an email to the helpdesk to create a ticket to remind one technician to verify /test server backups.
I got the ticket coming in and it just follows our default Filter/Triggers fine. I was just hoping for a way to add a variable or something to it to just assign it directly to one Agent. (Ie “check server backups #assign John”
Its not a huge deal. I think i could make a trigger to look for “#assign john” and then have it routed to him. Was just curious if there was a method built in
Is “first come first server” not a valuable way for you? Because… John might be ill and there might be task you have on a regular basis, that may not allow for several days delay, no? But that’s not my personal thought.
If you already are running stuff on a somewhat automated script wise manner… Zammads API might be a good thing for you here. You couldn’t just create the ticket directly via API, but also assign a fitting agent to it. If you’d want to get super fancy, you’d not just throw some dice for the agent assignment, but also you could take in account how many non closed tickets are assigned to your agents to get the least busy one (theoretically of course).
Just my 2 cents though. Also there’s auto assignment which auto assigns an agent to the ticket, if the ticket has no owner yet and the agent is the first one to open the ticket. But that’s back to “first come first server”