Hi there,
I’ve created a workflow that automatically assigns tickets as they are submitted through a form, based on the ticket category.
Whenever the workflow is triggered, the assignee indeed gets an email notifying them of the assignment but the ticket remains unassigned for some reason. Is there something else I need to adjust?
Hi @R_S,
Your workflow is ticket-based, not conversation-based. Your second screenshot is showing a conversation, not a ticket.
If you look up the ticket under Menu > Service > Tickets, you should find that the tickets are associated correctly.
Conversations can’t be assigned by workflow yet. Under Settings > Inbox > Inboxes, after hovering over a channel and clicking Edit, you can specify that tickets should be distributed randomly among specific users. It’s not possible however to set up a workflow like the one shared above.
Best regards!
That explains it. Thank you!
