Auto-assign ticket to the agent who closes the ticket

Hello Everyone!

Here we are again, introducing a custom action to help you track tickets more efficiently and optimize your business operations. Imagine managing hundreds of tickets related to banking activities, similar to Zylker Bank. How do you ensure every ticket gets sorted without any slipping through?

Zylker Bank's Zoho Desk portal receives incoming tickets related to customer inquiries, operations, and system upgrades. Occasionally, tickets containing customer queries are mistakenly closed and require tracking. To address these accidental oversights, the Admin implemented a custom action: assigning the ticket to the employee who closed it. This approach helped in tracking tickets with the respective employees.

Hop on board to learn how this custom function can simplify your business flow.

Steps to configure Workflow with a Custom Action

To create the Workflow rule, perform the following steps:

1. Go to Setup >> Automation >>Workflows.

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 Field Update to execute the rule when the selected field is updated.

8. Choose Status under Field Update. Click Next.

Under Criteria

9. Select Status is Closed. Click Next.

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 Modified By under Tickets.

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

Implementation

When you set up this Workflow with the custom action, the ticket is automatically assigned to the agent who closed it.

We trust this custom action will assist you in your processes. Stay tuned for regular insights and tips to leap ahead in your business.

Until next time!

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