You can prevent agents from unassigning cases from their inboxes per channel on the Role settings. However, if this is not an option, you may create this trigger to identify and tag cases where agents have unassigned a case from their inbox without engaging with it.
First you will need to create a Tag that you will use to identify such cases. See how to Set up manual tagging
Once you have your Tag ready, you will need to create a Job to add this tag. To do this, create a “Add Tag to case” job, select the tag you just created, name your job and save it.
Now we need to create the trigger to detect the unassigning event. To do this go to the triggers section and create a new trigger and choose “Inbox assignee changed” as the trigger event.
Add the conditions to the trigger:
1. Count of Outbound Messages in the case = Equal 0
2. Current case assignment = the case is waiting in the queue
3. Case status = New
Now that you have set all of the conditions, go back to the Triggers section and add the Job you created earlier to your new trigger.
Activate your trigger and you will be able to find the cases in your message search or reports.
Need help? reach out to our support team!