Zoho desk tickets set owner to unassigned
Hello, we are using Zoho Desk and we have a dispatch personnel who is entering the majority of our tickets. I would like our dispatch agent to be able to create a ticket and have the ticket owner default to unassigned. I doesn't make much sense in our case for the ticket owner to be set to the agent that created the ticket since they will not be the one handling the ticket.
I'm trying to reduce the number of clicks they have to make when creating a ticket so they don't have to manually select the ticket owner every time. I'm also trying to prevent any situation where they might forget to set the ticket owner and leave the ticket assigned to themselves.
I've looked in to using assignment rules but this doesn't work well because the rule will overwrite any selection that dispatch makes to the ticket owner. They should have the option of selecting a ticket owner if needed.
Ticket templates look like they would work well for this, I created a template where the default value for ticket owner is already unassigned. But now dispatch has to remember to manually select the ticket template from the drop down.
So is there any way to have the ticket owner field default to unassigned or is there a way to have the ticket template automatically applied without having to select it from the drop down?
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