Handling Invalid Group or Assignee in Follow-Up Tickets
What happens if the original group or assignee is invalid for follow-up tickets?
If the original group or assignee becomes invalid, Zendesk uses system ticket rules to determine the new group and assignee.
A group becomes invalid if it's deleted, and an assignee becomes invalid if they're no longer part of the assigned group, have been demoted to an end user, or have been removed from your account. If the original group is invalid, Zendesk will use system rules to assign a new group and assignee. If only the assignee is invalid, the original group is copied, and the system rules determine the new assignee. If both are invalid, system rules will determine both the group and assignee.
More related questions
How can I enable the original group and assignee on follow-up tickets in Zendesk?
To enable the original group and assignee on follow-up tickets, you need to adjust settings in the Admin Center. Navigate toObjects and rulesin the sidebar, then selectTickets > Settings. In theFollow-Upssection, select the option…
Can I choose to copy only the group or only the assignee on follow-up tickets?
Currently, Zendesk does not offer the option to differentiate between copying only the group or only the assignee on follow-up tickets. The setting to copy the original group and assignee applies to both simultaneously. However, feedback from users…
Will the follow-up ticket feature apply to tickets closed before the setting is enabled?
Yes, the follow-up ticket feature will apply to tickets that were closed before the setting is enabled. If a customer replies to a closed ticket, it will automatically create a follow-up ticket that reverts to the prior group and assignee, provided…
What should I do if I can't find the 'Follow-Ups' section in Zendesk Admin Center?
If you can't find the 'Follow-Ups' section in the Zendesk Admin Center, it might be due to the feature rollout being on hold. Zendesk announced that the rollout of this feature is temporarily paused. Keep an eye on Zendesk's announcement page for…
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