Workflow: How to unassign a reopened ticket

When a solved ticket reopens, you may want to unassign that ticket for another agent. Use a trigger to automatically reset the Assignee field of your tickets.

To create the trigger

1. Create a trigger
2. Add the conditions below under Meet ALL of the following conditions
   • Object > Ticket > Status category | Changed from | Solved
   • Ticket details > Current user | Is | (end-user)
     
3. Under Actions add the below conditions
   • Object > Ticket > Assignee | Ticket > -
     
4. Click Create trigger

Note: For the above trigger recipe to fire on messaging tickets, remove the condition Ticket details > Current user | Is | (end-user). In accounts with custom ticket statuses deactivated, use the condition Status instead of Status category.

For more related content, see the articles below:

• Can I change a ticket status back to New?
• Why are new tickets being created in Open status?
• Why is the customer's reply not changing the ticket status to open?