Workflow: How to unassign a reopened ticket

When a solved ticket reopens, unassign that ticket for another agent. Use a trigger to automatically reset the Assignee field of 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 conditions below

Object > Ticket > Assignee | Ticket > -

Click Create trigger

Note: For the trigger recipe above 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.

See:

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?