Auto-Assign to first Agent that responds

HelpDesk Microsoft 365 version
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:

Trigger.png712Ă—395 11.9 KB

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:

AssignedTo.png715Ă—166 6.41 KB

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:

agents.png742Ă—328 11.6 KB

[Comment.From.Role] equals 'Agent'

8

@Anna Works perfectly, thank you.

9

Hi,

for some reason the trigger is not working for me when i add the 3rd condition.

image
image732Ă—748 29.1 KB

The Log says it worked:

image
image702Ă—212 4.51 KB

But the Ticket itself does not Update the first responder

10

Hi there,

I just wanted to add the condition [Comment.From.Role] equals Agent, but get a Token invalid error

image

How can I prevent tickets from being assigned to a non-agent cc-person which happens to be the first one to respond?

Cheers

11

The condition must look as per below:

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