topic Re: Automatic assignment of ticket to team member based upon category in Tickets & Conversations

Automatic assignment of ticket to team member based upon category

LeeW — Tue, 20 Sep 2022 13:06:50 GMT

I have created a team to receive notifications of when a particular form is submitted. The form has multiple categories and would like to assign the ticket to the team member for a particular category. Any suggestions?

Re: Automatic assignment of ticket to team member based upon category

karstenkoehler — Tue, 20 Sep 2022 13:37:16 GMT

Hi @LeeW,

This can be achieved with a ticket-based workflow and requires a Service Hub Professional subscription. Under Menu > Automation > Workflows, you would create a workflow for tickets.

For the enrollment criteria, you would select "Category is known" and "Ticket owner is unknown". You would then use an "if/then" or "value equals" branch for each category option. As a next action in each branch, you can use the "Set property value" action to assign the ticket owner property.

Without a Professional subscription, this is not possible.

Let me know if you have any follow-up questions!

Re: Automatic assignment of ticket to team member based upon category

SNigam — Tue, 20 Sep 2022 14:24:06 GMT

Hello @LeeW ,

I think there two things -

First you want to create ticket on fom submission
Second you want to assign to specific team

//Note: In your form there must be a field through which you identify in which category of ticket is to be create for this in future.

For first objective you have to write a Contact based workflow

Need to add a trigger of this specfic form submission
And add action of "If /then"
At last you have to add one more action of "Create Record"
Here you need to choose Ticket record and fill all important properties like Ticket name and else and yes leave two fields - 1) Assign to , 2) Ticket owner. Save it

In above steps you have created the ticket but not assigned to anyone so for next objective you need to create a small automation -

Add trigger Ticket associated to: Contact Any contact where Buying Role is any of Decision Maker [Buying Role is a property I choosed a unique property of form through which you have to decide which team this ticket going to handle in your case it can be differnt]
Add If/then condition based on this Buying role values holded by different contacts
In each If/Then branch you need to add action of "Rotate Record to Owner" where you can select your team in differeny branches.

I hope this will help you.

Thank you

Shubham Nigam