Q: I would like to create an trigger that notifies an agent when a ticket has been assigned to them. The ticket would be "unassigned" and "new" prior to it being assigned to them.
A:
We usually use a simple one like this. Note: we add the "Assignee is not current user" condition so that IF the agent takes a ticket or otherwise assigns to him/herself, they won't also get an email. Therefore, they only get an email if the system or another agent assigns a ticket to the agent. Hope it helps:
