Workflow: Auto-assigning tickets to a specific agent or group

<p>Use triggers to automatically route tickets to a particular agent or group. The article includes the options below.</p><div class="p"><div class="note">
<span class="notetitle">Note:</span> If you activate <a href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration" target="_blank" rel="noopener noreferrer">omnichannel routing</a>, ticket routing can be influenced by the specific omnichannel routing settings you configure. Additionally, omnichannel routing is activated as the default routing experience for all Zendesk Suite accounts created after December 5, 2024.</div></div><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HXY1BFCAPEN08R87P7ENG6TS">Option 1: Route tickets from a specific channel to one agent or group of agents</h3></div><div class="panel">
<p>You can route tickets from a channel of your choice to an agent or group through triggers.</p>
<p>To follow this workflow:</p>
<ol>
<li data-list-item-id="e090aac9c3986f6ddbd6663b702ba25ce">Create <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-triggers-for-automatic-ticket-updates-and-notifications/#topic_qfk_s23_vsb" target="_blank" rel="noopener noreferrer">a trigger</a> and enter the trigger name and <strong>Category</strong>
</li>
<li data-list-item-id="ebf55809821e5bfb43d941c67134987ad">Under <strong>Meet ALL of the following conditions</strong>, add this condition:<ul>
<li data-list-item-id="e313d4a9e691dd6a7794e03c7c4120ae1">
<strong>Ticket &gt; Comment</strong> | <strong>Is</strong> | <strong>Public</strong>
</li>
<li data-list-item-id="e435db75bae46d171782ca62003827262">
<strong>Ticket &gt; Assignee</strong> | <strong>Is</strong> | <code>-</code>
</li>
<li data-list-item-id="e9117fc3ea8f696a3e3a37091573c7487">
<strong>Ticket</strong> &gt; <strong>Ticket</strong> | <strong>Is</strong> | <strong>Created</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 2078/1352; width: 67.25%;" src="https://support.zendesk.com/hc/article_attachments/10552117974170" alt="Create new trigger for autoassign with public comment.png" width="2078" height="1352">
</li>
</ul>
</li>
<li data-list-item-id="ea3e063ae546fe2bcf965aa890c4c431b">Under <strong>Meet ANY of the following conditions</strong>, add the conditions of your choice to identify the tickets you want to assign. For example, you could use any of these conditions:<ul>
<li data-list-item-id="ede612dcb7e8f80d55dedccfaf377af63">
<strong>Ticket &gt; Channel</strong> | <strong>Is</strong> | <strong>Web form</strong>
</li>
<li data-list-item-id="e42a469dab9de70fcfc58e69aa17e0939">
<strong>Ticket &gt; Channel</strong> | <strong>Is</strong> | <strong>Email</strong>
</li>
<li data-list-item-id="e8b5379028c2dffda5b305330c6fbac83">
<strong>Ticket &gt; Channel</strong> | <strong>Is</strong> | <strong>WhatsApp</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 1546/781; width: 69.51%;" src="https://support.zendesk.com/hc/article_attachments/8961202723866" alt="Ticket channel trigger.png" width="1546" height="781">
</li>
</ul>
</li>
<li data-list-item-id="ed6b46fd1f4084f3c1ff019eaba591be2">Under <strong>Actions</strong>, add the below:<ul>
<li data-list-item-id="e25b5c7c2c38e669aa724e7e7a38b2576">To track the tickets, add <strong>Ticket </strong>&gt;<strong> Add tags</strong> | <code>auto_assigned_ticket</code>
</li>
<li data-list-item-id="ec302748ea0fac1caf52b9d2164bad986">To assign the ticket to a specific agent or group, add the <strong>Ticket </strong>&gt;<strong> Assignee</strong> or <strong>Ticket </strong>&gt;<strong> Group</strong> action and select the agent or group you want to assign the ticket to<br> </li>
</ul>
</li>
<li data-list-item-id="e46557d34e5e10a33b6c09fcafb2da1bc">Click <strong>Create trigger</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 1546/819; width: 70.23%;" src="https://support.zendesk.com/hc/article_attachments/8399252837914" alt="Auto-assign based on channel - Actions.png" width="1546" height="819">
</li>
<li data-list-item-id="e60653f17227ec2b80202d2faaf8e6abb">Create a test ticket and verify the outcome. Adjust your trigger conditions if necessary</li>
</ol>
<div class="p"><div class="note tip">
<span class="notetitle">Tip:</span> To see the tickets your trigger acts on, <a href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-build-customized-lists-of-tickets#topic_vcr_xfp_ec" target="_blank" rel="noopener noreferrer">create a view</a> using the above <code>auto_assigned_ticket</code> as a <strong>Ticket &gt; Tag</strong> condition.</div></div>
</div><div class="accordion"><h3 id="01HXY1G18XYBGPX37812NDQPP4">Option 2: Route tickets from an organization to a particular agent or group</h3></div><div class="panel">
<p>You can route your tickets from any organization to an agent or group through a trigger.</p>
<p>To follow this workflow:</p>
<ol>
<li data-list-item-id="e72008679c40cc0d400e9962752387663">Create <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-triggers-for-automatic-ticket-updates-and-notifications/#topic_qfk_s23_vsb" target="_blank" rel="noopener noreferrer">a trigger</a> and enter the trigger name and <strong>Category</strong>
</li>
<li data-list-item-id="e0e62b5daf6773d006293661f836c6d64">Under <strong>Meet ALL of the following conditions</strong>, add this condition:<ul>
<li data-list-item-id="eb538f44d73f19ffc0792ead4f0587504">
<strong>Ticket &gt; Comment</strong> | <strong>Is</strong> | <strong>Public</strong>
</li>
<li data-list-item-id="e402df65ac257944f05bf3f3015847692">
<strong>Ticket &gt; Assignee</strong> | <strong>Is</strong> | <code>-</code>
</li>
<li data-list-item-id="ee6c2da0c10dccdcd5e183999e3db9a91">
<strong>Organization &gt; Organization</strong> | <strong>Is</strong> | Name of the organization</li>
<li data-list-item-id="ed3820876506db201f00f562bcceb129f">
<strong>Ticket </strong>&gt;<strong> Ticket </strong>|<strong> Is </strong>|<strong> Created</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 2078/1509; width: 70.39%;" src="https://support.zendesk.com/hc/article_attachments/10552085241626" alt="Routing from organization trigger.png" width="2078" height="1509"><br> </li>
</ul>
</li>
<li data-list-item-id="e5f9b7ad9261caae293a971f3a4bd0c34">Under <strong>Actions</strong>, add the below:<ul>
<li data-list-item-id="ea9733fdd35833d0f0da77c81fa16f27f">To track the tickets, add <strong>Ticket </strong>&gt;<strong> Add tags</strong> | <code>auto_assigned_ticket</code>
</li>
<li data-list-item-id="ed706516f6875785077867601bbaab167">To assign the ticket to a specific agent or group, add the <strong>Ticket </strong>&gt;<strong> Assignee</strong> or <strong>Ticket </strong>&gt;<strong> Group</strong> action and select the agent or group you want to assign the ticket to</li>
</ul>
</li>
<li data-list-item-id="e21cf973f01c9b64430a132676f03e12e">Click <strong>Create trigger</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 1546/819; width: 71.29%;" src="https://support.zendesk.com/hc/article_attachments/8399281510298" alt="Auto-assign Actions.png" width="1546" height="819">
</li>
<li data-list-item-id="e6fd855834e0a2940d7e48d339d7c9065">Create a test ticket and verify the outcome. Adjust your trigger conditions if required</li>
</ol>
<div class="p"><div class="note tip">
<span class="notetitle">Tip:</span> To see the tickets your trigger acts on, <a href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-build-customized-lists-of-tickets#topic_vcr_xfp_ec" target="_blank" rel="noopener noreferrer">create a view</a> using the above <code>auto_assigned_ticket</code> as a <strong>Ticket</strong> &gt;<strong> Tag</strong> condition.</div></div>
</div><div class="accordion"><h3 id="h_01HXY1GYQDRZ3V1Y2A1VJXG88P">Option 3: Route tickets from specific end users to a specified agent or group</h3></div><div class="panel">
<p>To follow this workflow:</p>
<p>You can route tickets from a specific end user to a single agent or group with a trigger.</p>
<h4 id="h_01HZSHXQ2CX05JT68WF3R7J9R3">Step 1: Tag your user</h4>
<p>Create a tag to identify the end user of your choice.</p>
<ol>
<li data-list-item-id="e1a3be1a72c83fc88135b7595f89d7918">If the feature is not activated, activate <a href="https://support.zendesk.com/hc/en-us/articles/4408883863450-Automatically-tagging-tickets-from-specific-users-and-organizations#topic_h4l_4gp_tsb" target="_blank" rel="noopener noreferrer">user and organization tagging</a>.<br><img src="https://support.zendesk.com/hc/article_attachments/7856362428698" alt="Feature.png">
</li>
<li data-list-item-id="e2e929108b78cbd5735269b9d0a2caa51">In Support, search the end user of your choice. Click their name to open their profile</li>
<li data-list-item-id="efcd64e5be158bbe9df000e039eb9b8ff">From the profile of the end user, use the <strong>Tags</strong> field to add the tag of your choice. For example, <code>customer_ticket_routing_A</code>.<br><img class="wysiwyg-image-resized" style="aspect-ratio: 772/1176; width: 34.99%;" src="https://support.zendesk.com/hc/article_attachments/10552117974426" width="772" height="1176"><br>You can tag other end users of your choice</li>
</ol>
<h4 id="h_01HZSHZE2BP1NA6K585DGT7R89">Step 2: Create a trigger and use the tag of your user as a condition</h4>
<p>Once the tag is created, you can create your trigger.</p>
<ol>
<li data-list-item-id="ec87d8e18a80d12cb7b35c403fb98c103">Create <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-triggers-for-automatic-ticket-updates-and-notifications/#topic_qfk_s23_vsb" target="_blank" rel="noopener noreferrer">a trigger</a> and enter the trigger name and <strong>Category</strong>
</li>
<li data-list-item-id="e0e022be251e277faede89c5dd3b4d6a7">Under <strong>Meet ALL of the following conditions</strong>, add this condition:<ul>
<li data-list-item-id="e543c60890139db081fe6680b55f143cc">
<strong>Ticket &gt; Comment</strong> | <strong>Is</strong> | <strong>Public</strong>
</li>
<li data-list-item-id="e66e246641c4d74ac15647285cab3f7e6">
<strong>Ticket &gt; Assignee</strong> | <strong>Is</strong> | <code>-</code>
</li>
<li data-list-item-id="e0c1845a0fd3f4af80034637b03e9d0ad">
<strong>Ticket &gt; Tags</strong> | <strong>Contains at least one of the following</strong> | <code>customer_ticket_routing_A</code>
</li>
<li data-list-item-id="e5fbd54b7b52da51e84f3ddeb4d30c8dc">
<strong>Ticket</strong> &gt; <strong>Ticket</strong> | <strong>Is</strong> | <strong>Created</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 2078/1509; width: 74.61%;" src="https://support.zendesk.com/hc/article_attachments/10552117974554" alt="Customer ticket routing trigger with tags.png" width="2078" height="1509">
</li>
</ul>
</li>
<li data-list-item-id="e8f481249b4287542745b112a9dae9fa1">Under <strong>Actions</strong>, add the below:<ul>
<li data-list-item-id="e2efd8743dbf2cf0054cce59d2beea791">To track the tickets, add <strong>Ticket </strong>&gt;<strong> Add tags</strong> | <code>auto_assigned_ticket</code>
</li>
<li data-list-item-id="ec195b26c66cec35463d004c4d69b1f2e">To assign the ticket to a specific agent or group, add the <strong>Ticket </strong>&gt;<strong> Assignee</strong> or <strong>Ticket </strong>&gt;<strong> Group</strong> action and select the agent or group you want to assign the ticket to</li>
</ul>
</li>
<li data-list-item-id="e8948c83165c93371f33f0c7016d81945">Click <strong>Create trigger</strong><br><img class="wysiwyg-image-resized" style="aspect-ratio: 1546/819; width: 75.23%;" src="https://support.zendesk.com/hc/article_attachments/8399281510298" alt="Auto-assign Actions.png" width="1546" height="819">
</li>
<li data-list-item-id="e21a92a2c77672d48750285bd1aef3fc8">Create a test ticket and verify the outcome. Adjust your trigger conditions if needed</li>
</ol>
<div class="p"><div class="note tip">
<span class="notetitle">Tip:</span> To see the tickets your trigger acts on, <a href="https://support.zendesk.com/hc/en-us/articles/4408888828570-Creating-views-to-build-customized-lists-of-tickets#topic_vcr_xfp_ec" target="_blank" rel="noopener noreferrer">create a view</a> using the above <code>auto_assigned_ticket</code> as a <strong>Ticket </strong>&gt;<strong> Tag</strong> condition.</div></div>
</div>