Enabling auto-assign for agents for any status change

Hi Michi, 

Although there's not a setting for this, you can accomplish the same thing via a Trigger:

• Under Conditions - Meet ALL of the following conditions, add: Ticket is Updated, and Current user is (agent)
• Under Conditions - Meet ANY of the following conditions, add: Status Changed to Pending, and Status Changed to On-hold
• Under Actions, add: Assignee (Current user)

For more information about building Triggers, see Triggers resources

How can I exempt a scenario where an agent will assign the ticket to another group?

Hi Gerald,

You can add a meet-all condition "Assignee not changed".

With the addition of this condition, if an agent changes the ticket assignee it will not assign it back to the current user.

Hope this helps.

Hi,

I’ve implemented this for the pending tickets; however, I’ve noticed that some tickets are being reassigned to the Zendesk account owner, despite the trigger indicating the assignee should be the current user. I suspect there may be a conflict with the due time set app or trigger. Any suggestions?