Automatic Ticket Assginment based on first email responder

Question

Hello,

We're switching from email to JSD and are well on our way.  I wanted to know if there was a way to automatically change the assignee of an issue to the JSD Agent who responds first.  The logic would be something like:

- Customer emails support which creates a ticket.

- One of a few agents respond via email

- JSD sees that the From address is an agent and assigns that issue to them.

- If another customer is copied and that customer makes the first response, the ticket remains unassigned but the comment is added.

Our main reason for making this switch is to be able to report on our work at the end of the year, so we'd like to continue corresponding via email and we'll log in to JSD to close the ticket or populate other relevant fields.

Thanks,

Roger

unknown · Answer

Once I install script runner into my cloud instance, do you have any pointers on how to configure this part?

unknown · Answer

Thanks, it seems like Script Runner is the answer to a lot of things I've seen on the community forum.  Does it work on the cloud version?

I'm new to this so I'm not sure how to start with Script Runner - but I suppose I can figure it out.

Marty_yvf6sb · Answer

Hi Roger,

I tried to see if I could create a custom Automation rule to do this but I don't think that will work.  You could try using a third-party add-on called ScriptRunner.

I hope that helps!