Hi ​@Rotem Ben Shitrit, It’s Mat from the Support Engineering Team

You can set up a Workflow in Intercom to automatically assign tickets based on certain conditions. Here's how you could configure it for your scenario:

• Set the Trigger to "A ticket is created".
• Use a Branching condition to check who created the ticket. Although the exact "Created By" condition isn't specified in the provided information, Workflows typically allow for various conditions to be set, so it's reasonable to infer that you could specify the ticket creator.
• Depending on who created the ticket, set the Action to assign the ticket to the appropriate team member.

This setup should allow you to automate ticket assignments based on the ticket creator as you described. For more detailed instructions and possibilities with Workflows, you can refer to the provided link on automating ticket processes using Workflows here: Automate ticketing processes using Workflows.

Thanks so much!

The only thing I am missing here is how to define that branching condition.

Not really sure what are the IF and THEN conditions i need to use.

Any chance you can help here?

Thanks so much!!!

I am glad that I could help here.

If it comes to “if conditions” a.k.a branches and rules you can read about them here.

Looks like i miss-explained myself , so i’ll try again:

Is there any chance you can walk me on how to build this rule from the beginning to the end?

I’ve set a new “when a ticket is created” trigger , now what?

Thank you!

Hi ​@Rotem Ben Shitrit 

Can you explain to me what are you trying to achieve this? 
The Ticket triggers are aimed at Users not Admins mostly so I’d like to have a wider context of what you are trying to achieve to suggest possible solution.

Of course!

So here’s the reason for all of this:

I am trying to create a flow that will automatically set a particular Intercom user as “assigned” when a different user is opening a back-office ticket.

In other words - When my support agent creates a back office ticket, it’ll automatically assign the developer (who also obviously have an Intercom user) to that ticket.

Right now when my support agent is doing it, they need to manually assign the developer.

Hope this puts things in a better context

​@Rotem Ben Shitrit  There’s probably a few other ways to accomplish this goal that might be more effective but like ​@mateusz.leszkiewicz  was sharing, the more we know the better we can help!   If this is your use case, it might be helpful to create different types of tickets and then they can open a ticket of the type that would refer to the developer or to the support team -- and then you could have those types assigned to the right team or individual in this case.  

Would that help?  So it wouldn’t matter so much who was creating it but who was the intended recipient of the ticket.  For example Bug Reports or Billing Issue 

Happy to jump on a call to discuss it if that would be helpful to you as well!

 

Appreciate it Nathan,

So here’s the thing: I did that already and I am still hitting a brick wall, and i’ll explain why.

I’ve created a back office ticket called “billing”.

This back office is being used twice: 

1. When our support agents need to get the billing department involved
2. When the billing department need to get our support agent involved and contact the customer

When the support agent opens a new ticket, he needs to manually assign the billing person

When the billing person opens a new ticket, he needs to manually assign the support agent

The question is - is there a way to auto assign the person who should be getting the ticket based on the person who actually created the ticket?

In other words - is there a way that the billing person will be already assigned on the ticket of the support agent was the one created it, and vice versa?

Hope this makes more sense

Thanks so much for your help!

Hi ​@Rotem Ben Shitrit ,

Not tested it so unsure if it would work in the desired way, however here is a mock up of a workflow:
 

This works on the assumption that your tickets are auto assigned to the team or the person who has created it but you could replace “team assigned” with “teammember assigned”.

You can also create the branches based off ticket data e.g. title, description etc.