Re-process assignment when changing Help Topic

zachzach

We have some Help Topics configured that automatically assign tickets to the correct Department and Team when a new ticket is created.

We receive a large number of emails, and our agents will frequently need to manually sort them into the proper Help Topic. When they do this, it does not also adjust the assignment and department as well. Is there a way for that to happen?

ntozier

Currently the workflow is for the Agent to make these changes manually.

zachzach

Ah, I figured that was the case but thought it was worth asking! I understand in a lot of workflows it isn't needed, we just re-classify a lot of tickets and are trying to avoid the agent needing to select too many drop downs.

ntozier

As I like telling my coworkers recently, "don't ask don't get".
🙂