Workflow: How to unassign a reopened ticket

When a solved ticket reopens, you may want to unassign that ticket for another agent. Use a trigger to automatically reset the Assignee field of your tickets.

To create the trigger

Create a trigger

Add the conditions below under Meet ALL of the following conditions

Object > Ticket > Status category | Changed from | Solved

Ticket details > Current user | Is | (end-user)

Under Actions add the below conditions

Object > Ticket > Assignee | Ticket > -

Click Create trigger

Note: For the above trigger recipe to fire on messaging tickets, remove the condition Ticket details > Current user | Is | (end-user). In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.

For more related content, see the articles below:

Can I change a ticket status back to New?

Why are new tickets being created in Open status?

Why is the customer's reply not changing the ticket status to open?