Trigger Not Assigning New Conversations To The Required User

Overview

If you have created a trigger that should assign new conversations to yourself, a specific agent, or to the agent who has replied but the trigger is not working, there could be certain conditions missing when the rule was set up.

Solution

1. Sign in to your Kayako agent area
2. Navigate to the admin area, by choosing the gear button in the left navigation pane  or selecting direct link  https://yourcompanyname.kayako.com/admin
3. In the sidebar, under Automation section click Triggers to see the list of triggers that have been created in your Kayako.
4. Select the trigger that needs to be fixed and click Edit button
5. Check the actions and make sure the trigger is assigned to a team first.
6. Specify the required conditions like:
   • Update type:
     
     
     
     
   • Specify the user roles to avoid cases where ticket gets unassigned when a customer response is received:
     
     
   • If you do not want cases to be reassigned from one agent to another, you can add the following condition to action only unassigned conversations:
     
     
     
     
7. Specify the actions - you can select the option Assignee > Change > Current User, which will assign the case to the last agent which sent an update on the case.
   
   
   
   
8. Click Save

Related Links

Creating Automations with Triggers and Monitors