Hi everyone,
I’m curious if there is a way to require comments before a ticket is reassigned. We are having issues with departments reassigning tickets to one another without any comments added. It is causing issues between teams. We are also looking into better practices for working tickets, but this would be a huge help at this time.
Thanks in advance!
+10
Currently, there is no way to require a specific action before a ticket is reassigned, unless a requirement is added to all tickets, regardless of whether they are being reassigned.
However, here are a couple ideas I was brainstorming:
1. Using the “When Updated” rule trigger with conditions set to "When Field is Updated = Assigned Agent," and then set the Action to Ticket Required Action (you will need to create the required ticket action prior to creating the rule). The previous agent will still need to remember to include the resolution action with notes after reassigning the ticket to ensure that the action is completed.
2. Similarly, you can use the "When Updated" rule trigger and "Add Comment" action, where you can insert a prewritten comment into the tickets that are reassigned, if you want to provide a more generic message.
Another suggestion I have, if it could work for your team, is to revoke the agents' permissions to reassign tickets. Then, you could create automated rules to reassign tickets to the appropriate agents based on updates. For example, if the original agent changes the ticket's issue because it was submitted incorrectly, a rule could trigger that reassigns the ticket to the agent who should be handling it.
I hope these suggestions help! Please let me know if you have any further questions or concerns. 😁
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