Default Solved Ticket Reassignment Behavior in Zendesk
What is the default behavior for reassigning solved tickets in Zendesk?
The default (legacy) behavior for reassigning solved tickets in Zendesk is to assign them to the admin removing the agent or the longest active team member in the group. The longest active team member is determined by the lowest user ID, based on when their account was created. This behavior can be changed by enabling and configuring solved ticket reassignment options. For more information, check out theoriginal link.
More related questions
How do I turn on solved ticket reassignment in Zendesk?
To enable solved ticket reassignment in Zendesk, you need to adjust settings in the Admin Center. First, navigate toObjects and rulesin the sidebar, then selectTickets > Settings. In theSolved ticket reassignmentsection, check the…
What are the options for reassigning solved tickets in Zendesk?
Zendesk offers several options for reassigning solved tickets when an agent departs. You can reassign tickets to an admin or the longest active team member, to the group without a specific team member, to a random assignee, to a selected team…
Can I configure solved ticket reassignment per group in Zendesk?
Yes, you can configure solved ticket reassignment options per group in Zendesk. After turning on the solved ticket reassignment feature, navigate toPeoplein the sidebar, then selectTeam > Groups. Here, you can create a new group or edit…
What happens if I turn off solved ticket reassignment in Zendesk?
If you turn off solved ticket reassignment in Zendesk after configuring options, the behavior for all groups will revert to the original, default (legacy) behavior. However, if you turn it back on, your previously configured options will be saved…
How can I view my groups' reassignment options in Zendesk?
To view your groups' reassignment options in Zendesk, go to the Admin Center, clickPeoplein the sidebar, and selectTeam > Groups. TheReassignment Valuecolumn will display each group's reassignment option. This allows you to easily…
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