Auto assign once a tech replies

Ticketing Tickets
#1

Hello,

In our old ticketing system, if a new ticket came in via email, and it was not assigned to anyone, it would auto assign once a technician replies. Now because our techs aren’t used to this, they never assign themselves manually, and I find myself going through and doing it myself.

Is there any way to have it set so when a technician leaves a public comment on a ticket for the first time, the ticket is auto assigned to that tech? Any future comments or private notes from other techs would not cause the ticket to be re-assigned, it would just stay on the original technician.

2 Likes
#2

There’s not but it has been requested. I would love this feature as well.

I feel like there’s others but maybe it was requested on FB.

2 Likes
#3

Ah, guess I should have done a search first. Appreciate that, will add my interest to the feature request.

#4

I’d love this too. First tech to reply should get the assignment.

#5

Service Now had this feature really liked it. defiantly would like to see this implemented

#6

1+ would like to see… they really need to look into improving the ticket system… many good ideas que up already and from a programming stand point - shouldn’t take too long to add in honestly.

#7

I like this idea and I am tracking this one.