1. To commence, click on Settings.
2. Next up, click on "Go to Admin Center".
3. Then, click on "Objects and rules".
4. Following that, click on "Triggers" under Business rules.
5. Now, click on "Create trigger".
6. Name the Trigger, add a description, and a category to it.
7. Now, start adding a condition to the trigger.
8. Click on "Requester".
9. Let's select it as the requester.
10. Following that, add an operator and value to the condition.
11. Next, click on "Add action".
12. Here, select the category as "Ticket".
13. Once that's done, click on "Assignee".
14. Next, add a recipient who is the person you want the ticket to get automatically assigned to.
15. Choose the person from the list.
16. Finally, click on "Create trigger," and it's done.
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This interactive demo/guided walkthrough on How to Auto Assign Tickets in Zendesk was created using Supademo.
How to Auto Assign Tickets in Zendesk: Step-by-step guide
Start by navigating to the main menu and selecting Settings to access your account configuration options.
In the Settings menu, find and click on the link labeled "Go to Admin Center" to enter the administrative controls for your workspace.
Within the Admin Center, look for the section called "Objects and rules" and select it to manage your data objects and corresponding rules.
Under the Business rules category, click on the "Triggers" option to start configuring automated actions based on specific events.
To create a new automation, select the "Create trigger" button which opens the setup interface for a new trigger.
Provide a clear and descriptive name for your trigger, then fill in a brief description and assign it to an appropriate category to keep your automations organized.
Begin defining the criteria that will activate your trigger by setting a condition, which determines when the trigger should run.
Within the condition settings, choose "Requester" as the field that will be evaluated to decide if the trigger applies.
Select the appropriate requester value that matches your condition, ensuring the trigger targets the correct tickets.
Next, specify an operator and corresponding value to refine the trigger's condition precisely, tailoring when it will be activated.
Once your condition is set, proceed by clicking "Add action" to define what happens when the trigger runs.
From the list of available actions, select the category "Ticket" to specify changes relevant to ticket management.
Now, choose "Assignee" as the action type, which allows you to set who will be responsible for handling the ticket automatically.
Specify the recipient by adding the user you want the system to assign the ticket to when the trigger is activated.
From the dropdown list, select the appropriate person who will be the default assignee for these tickets.
To finish, click the "Create trigger" button to save your settings and start using the new automation immediately.
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FAQs
What is the purpose of auto assigning tickets in Zendesk?
Auto assigning tickets ensures that customer inquiries are directed to the right agents instantly, improving response times and operational efficiency within support teams.
Can I auto assign tickets based on the requester’s details?
Yes, using triggers, you can set conditions based on the requester’s information such as email, organization, or role to automatically assign tickets to specific agents.
How do triggers help in auto assigning tickets?
Triggers automate ticket assignment by running specific actions when ticket conditions are met, such as setting the assignee based on requester or ticket properties.
Can I assign tickets based on ticket priority?
Absolutely. You can create triggers with conditions that match ticket priority levels and assign those tickets automatically to agents skilled in handling those priorities.
Is it possible to auto assign tickets to a group instead of an individual?
Yes, Zendesk allows you to assign tickets to groups in addition to individual agents, which helps balance workload among team members.
What happens if multiple triggers match a ticket’s condition?
Triggers are evaluated in order, and multiple triggers can run on a ticket; ensure your auto-assign triggers are prioritized properly to avoid conflicts.
Can auto assignment be used for tickets coming from different channels?
Yes, triggers can be set to assign tickets based on channel source such as email, chat, or social media to ensure proper handling per channel.
Are there any limitations on who can create or edit triggers for auto assignment?
Only Zendesk admins and agents with the appropriate permissions can create, edit, or manage triggers to set up auto assignment rules.
How can I test if my auto assignment trigger is working?
After creating a trigger, submit a test ticket that meets the trigger’s conditions and check if it auto assigns to the designated agent as expected.
Can I update auto assignment triggers once they are created?
Yes, you can always edit existing triggers to adjust conditions, actions, or assignees as your team’s workflows or personnel change.