On March 11, 2025, the Zendesk team hosted the second webinar in the Zendesk essentials: Live tutorials series, "Building your ideal Zendesk account - Part 2: Automating ticket assignments." This session focused on enhancing efficiency in ticket management through automation, providing attendees with practical strategies to improve their support operations.

We explored how automating ticket assignments can significantly boost team efficiency and reduce response times, leading to quicker resolutions for customer inquiries. Key topics included:

Improving efficiency and response time: Participants learned how automation can streamline ticket management, allowing for faster resolutions and better overall service.

Reducing Manual Effort: We discussed the importance of minimizing manual tasks, enabling agents to focus on more complex issues that require human intervention.

Effective Ticket Routing: Strategies for ensuring tickets are promptly directed to the appropriate agents were covered, emphasizing the importance of operational efficiency.

Boosting Customer Satisfaction: Attendees discovered how streamlined processes can lead to timely resolutions, ultimately improving customer satisfaction.

After attending this session, participants learned how to:

• Automatically assign tickets to specific agents or groups
• Automatically assign tickets to the first responding agent
• Automatically route tickets to groups by support address
• Automatically unassign reopened tickets

Each topic was accompanied by live demonstrations, providing practical insights into implementing these automation features in their own Zendesk accounts.

Top questions and relevant resources

How can I auto-solve Thank you responses?

• [3rd party solution] Thank you AI GPT
• [Community tip] Prevent "Thank you" replies from reopening tickets

How can I unassign a follow-up ticket?

You’ll want to use the Ticket > is > Created and Channel > is > closed ticket conditions in your trigger.

• Ticket trigger conditions and actions reference

How can I incorporate the number of agent replies when re-assigning a ticket?

Use the following Ticket > Agent replies condition in your trigger (not available on Team plans)

• Ticket trigger conditions and actions reference

Is there a way to remove tags from a follow-up ticket?

Create a trigger using the Ticket > is created and Channel > is > closed ticket conditions. Under actions, use the Set tags action which will replace all existing tags on the ticket.

• Ticket trigger conditions and actions reference

Is there a way to assign tickets in a round robin structure?

• Using round robin routing for email, messaging conversations, and call tickets
• [3rd party app] Round Robin

For those who missed the webinar, we’ve included links to useful resources that will help you further explore the topics discussed:

Webinar resources

• [Webinar recording] Building your ideal Zendesk account - Part 2: Automating ticket assignments
• [Presentation deck] Building your ideal Zendesk account - Part 2: Automating ticket assignments
• Zendesk essentials: Live tutorials series page

Help center resources

• Workflow: How to make a reopened ticket unassigned
• Workflow: Route tickets to groups based on support address
• Workflow: Auto-assigning tickets to a specific agent or group
• Workflow: Automatically assign a ticket to the first responding agent
• Workflow: How to make a reopened ticket unassigned

Hope to see you at our next session: Building your ideal Zendesk account - Creating templates for repetitive tickets