Auto-Assign to first Agent that responds


#1

Is it possible to automatically assign a ticket to the first Agent that responds via email?

I have tried this Trigger but it doesn’t work:



#2

UPDATE: The ticket gets assigned to “SharePoint App” so I assume it is the app that is making changes to the list and not impersonating anyone.

So the Trigger seems to be working, but the value I should put in Assigned To would be the agent that posted the Comment. Is there a Token for that?


#3

Hi,
Please, try to configure the ‘Set field’ action following way:



#4

Hello,
Regarding your needs, these settings should work as you want:

Best regards,
Andre Lima
Plumsail Team.


#5

Works, thanks!


#6

We are currently using this trigger and noticed that if a person who was cc’ed replies before an agent does then that person will be assigned the ticket. Removing the ticket from the home view. Is there a way to make it so that only agents can be assigned to tickets?


#7

Hello Daro,

Thank you for your question.

Please, add a condition as shown in the screenshot below to assigned tickets only to the agents:


[Comment.From.Role] equals ‘Agent’


#8

@Anna Works perfectly, thank you.