Assigning agent when comment added to new ticket

Hari Vittal

I can see that in Automations you can create a condition to say when new requests are created then assign to an individual staff or auto assign but I wanted to assign to the agent that is replying, rather than having to press 'Assign to me' after having just replied... is there any way to achieve this?

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Walter Buggenhout

I guess you are referring to a scenario where a customer comments on an issue and this comment would reassign the issue to the internal support agent.

A scenario like this would normally be handled through workflow transitions. If you ask the customer a question, you would normally also change the issue status to something like 'Waiting for Customer'. When the customer comments on the issue to answer the question, you would transition the issue back to a status like 'In progress' or 'Waiting for support'.

You have a specific automation rule for this: Transition on comment.

Assigning the issue can be done through post functions of your workflow. But if you handle this through status transitions, you don't even need to reassign. It is perfectly fine to keep the agent assigned to the issue while the status changes to 'Waiting for customer'. That way, he will receive a notification when the issue status changes again through the customer's comment.