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:
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?
Hello,
Regarding your needs, these settings should work as you want:
Best regards,
Andre Lima
Plumsail Team.
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Works, thanks!
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?
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'
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@Anna Works perfectly, thank you.
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Hi,
for some reason the trigger is not working for me when i add the 3rd condition.
The Log says it worked:
But the Ticket itself does not Update the first responder
Hi there,
I just wanted to add the condition [Comment.From.Role] equals Agent, but get a Token invalid error
How can I prevent tickets from being assigned to a non-agent cc-person which happens to be the first one to respond?
Cheers
