In Admin-->Workflow Automator, there is a default workflow automator called “Assign ticket to first responder”, this would ensure that the last responding agent gets assigned to the ticket automatically. If you don’t find the workflow, you can quickly create on by clicking on the New Ticket Automator section. The event would be “Reply is sent” or “Note is added of type Public” performed by Agent and drag and drop a condition block to check that there is no Agent assigned to the ticket (Agent is None) and in the action block choose the action as “set agent as Event performing agent”
How can I assign a ticket to the last responding agent automatically?
Modified on: Wed, 18 Sep, 2019 at 4:34 AM
Did you find it helpful? Yes No
Can you please tell us how we can improve this article?