Enable Ticket Reassignment to Agent's Group in Zendesk
How can I enable tickets to be reassigned back to an agent's group in Zendesk?
To enable tickets to be reassigned back to an agent's group, you need to adjust your ticket settings in Zendesk.
Head over to the Admin Center, click on the Objects and rules icon in the sidebar, and then select Tickets > Settings. In the Assignment section, make sure to select 'Allow re-assignment back to the general group' and then click the Save tab. This will allow tickets to be reassigned back to the original group of the agent. For more details, you can check theoriginal link.
More related questions
Why can't I reassign a ticket back to a specific group in Zendesk?
If you're unable to reassign a ticket back to a specific group, it might be due to your current settings or a specific issue with that group. Ensure that the 'Allow re-assignment back to the general group' option is selected in the Admin Center…
Can I automate ticket reassignment back to an agent's group in Zendesk?
Currently, there isn't a direct option in Zendesk to automate ticket reassignment back to an agent's group using automations or triggers. If you want to reassign a ticket back to an agent's group automatically, for example, if the ticket's assignee…
What should I do if I encounter issues with ticket reassignment in Zendesk?
If you encounter issues with ticket reassignment in Zendesk, it's best to reach out to Zendesk support for assistance. They can help investigate specific problems related to your account or settings. You can initiate a conversation with Zendesk…
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