Gthe week describes

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Gthe week describes how to automatically route tickets to one or more agents in your account. It also explains how tickets for an end user or organization can be sent to the same agent by default. Why route tickets to a given agent or group of agents? Some customers want all of their incoming tickets to be reviewed by a single agent before being escalated or assigned to another department within their company. If this is your case and if you are still using the default trigger “Inform the requester and persons

Gwith a copy of the request received” , you can configure it by adding an “Assigned” option to the trigger. Once this change is  Lebanon Phone Number Data made, your tickets will be assigned accordingly. The screenshot below shows an example of this configuration. invalid If you have disabled the default "Notify requester and individuals in copy of request received" trigger , you must create a custom trigger that performs this action. When creating the new trigger, you will need to use the condition “Ticket > Is > Created” under “Meet all the .



Hfollowing conditions” . This will ensure that the trigger fires when the ticket is created. Under Trigger Actions, you will need to use the “Assigned” action , then select the name of the agent you want tickets to be automatically assigned to. Below is an example configuration of this trigger. invalid If your business is simply looking to direct all tickets to a specific group, rather than a single agent, you can use the same logic suggested above. In this case, you should use the "Group" action instead of "Assigned" when .