Magic Agents: User Identification and Contact Assignment for Tickets
Autopilot
Merged in a post:
Automated Assignment of Ticket Contact Based on Parsed User Name from Ticket Content
M
Matt Carroll
Request the ability for Thread to automatically change the contact associated with a submitted ticket by parsing the intended recipient’s name from the body or subject of the initial submission. This functionality would allow tickets submitted on behalf of another user to automatically assign that user as the contact for notification and follow-up purposes—regardless of who submitted the ticket.
Benefits:
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Reduces manual workload for staff who currently have to update ticket contacts after submission.
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Streamlines the ticketing process for clients who routinely submit tickets on behalf of others, improving their overall support experience.
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Decreases the risk of miscommunication and missed updates by ensuring the correct contact is always notified.