How do I prevent triggers from changing ticket groups during a call transfer to another agent?

Question

How can I stop my triggers from changing the ticket group with omnichannel routing and call transfers to another group?

Answer

To prevent triggers changing the group when your agent has transferred the call to another group, you should review your group routing triggers to make sure they only fire when the ticket is created.

Update any ticket trigger that assigns a group to call tickets and include one of the following conditions:

Ticket > Ticket | Is | Created: The ticket trigger fires only on newly created tickets rather than updates, such as a group transfer
Ticket > Comment text | Does not contain the following string | Call transferred: The ticket trigger fires only on tickets for calls that haven't been transferred

Call transferred trigger.png

For more information on call transfers, see this article: Transferring calls.