Automate Ticket Assignment to Contact or Account Owner Using Custom Action

Teltroz Inc specializes in data science, data analytics, and big data technologies. Serving a wide range of customers from large to medium-sized businesses, security has been their top priority. The firm uses Zoho Desk to enhance their business operations, assist clients, and track client requirements. Teltroz Inc prefers to assign a specific consultant (contact owner) to each client rather than having multiple consultants handle all clients, ensuring data privacy and preventing data leakage.

Zoho Desk allows you to assign the contact owner or account owner to each ticket. This edition will guide you on how to assign tickets to contact owners or account owners automatically using custom actions.

Steps to configure Workflow with custom action

To create the Workflow rule, perform the following steps:

1. Go to Setup, and click on Workflows under Automation.

2. On the left panel, under Workflows, click Rules > Create Rule.

In the Basic Information section, perform the following steps:

3. In the Module drop-down menu, select Tickets.

4. Enter a name and description for the rule.

5. If you want to activate the rule right away, select the Active checkbox. Else, you can activate it later from the Rules page.

6. Click Next.

In the Execute on section, perform the following steps:

7. Select Create checkbox to execute this rule every time a new ticket is created.

8. Click Next.

9. Skip the Criteria section and click Next.

Note: If you prefer to run this automation only on a specific account or based on the email domain, you can add criteria accordingly.

In the Actions section, perform the following steps:

10. Click the + icon under Action and select Assign Ticket.

11. Give a name. Under Assignee, select Agent from the drop-down list.

12. Under Agent Name, click on the Insert Placeholder { } option and select Owner Id under Contacts.

Note: If you want to assign tickets based on Account owner, select Owner Id under Account.

13. Click Save to save the custom action
14. Click Save again to save the workflow.

Hope this custom action serves you well in your business operation. Stay tuned for more updates coming your way to give you a fulfilling experience.

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