Auto Ticket Assignee

About the developer

Auto Ticket Assignee is built and maintained by Shreyank Prabhu, an independent developer and program manager who enjoys building practical tools that make support teams' day-to-day work faster and less manual. This app is one of those tools, created to remove the small but repetitive friction of claiming and assigning tickets.

What the app does

Auto Ticket Assignee streamlines ticket ownership directly in the Zendesk Agent Workspace ticket sidebar:

• When a non-admin agent opens an unassigned ticket, the ticket is automatically assigned to them, so ownership is clear from the moment they start working.

• If other agents are already viewing the same ticket, auto-assignment is held back and the agent is shown who else is on the ticket, with the option to pick it up manually. This prevents accidental takeovers and duplicated work.

• Administrators are never auto-assigned; instead they get a one-click "Assign to Me" action, keeping admin browsing non-disruptive.

• When two agents act on the same ticket at nearly the same moment, the app detects the assignment conflict and surfaces it clearly rather than failing silently.

The result is cleaner ticket ownership, fewer collisions between agents, and less time spent manually assigning work.

Data handling and privacy

This app runs entirely inside your own Zendesk instance using the Zendesk App Framework (ZAF). It reads only the data required to assign tickets: the ticket's ID, status, current assignee and current viewers, and the signed-in agent's ID, name and role. Every Zendesk API call is made through ZAF on behalf of the signed-in agent and is subject to that agent's existing Zendesk permissions.

The app does not send, store, or process any data outside of Zendesk. It uses no external servers, no third-party services, no analytics, and no external credentials or OAuth. No customer or ticket data ever leaves your Zendesk account, so there is no external data processing to disclose.