Identify Triggers Causing Ticket Reassignment in Zendesk
How can I identify the trigger causing ticket reassignment in Zendesk?
To identify the trigger causing a ticket to reassign in Zendesk, you need to view the ticket's events. This will show you which triggers fired during the latest update.
Once you have identified the trigger, you can either change the ticket properties so they no longer meet the trigger's conditions or update the trigger conditions themselves. This should help you manage ticket assignments more effectively.
More related questions
Why can't I reassign a ticket in Zendesk?
If you're unable to reassign a ticket in Zendesk, it might be due to a trigger that automatically reassigns the ticket based on certain conditions. When an agent updates the Assignee field, the ticket may revert to the same agent or group because…
What should I do if a ticket is stuck with an agent or group in Zendesk?
If a ticket is stuck with an agent or group in Zendesk, it's likely due to a trigger that automatically reassigns it. This happens when the ticket meets specific conditions set by the trigger. To fix this, review the ticket's events to see which…
How can I change the conditions of a trigger in Zendesk?
To change the conditions of a trigger in Zendesk, you need to access the trigger settings and modify the criteria that determine when the trigger fires. By adjusting these conditions, you can prevent unwanted actions, such as automatic ticket…
Can I bulk reassign tickets in Zendesk?
Yes, you can bulk reassign tickets in Zendesk, but there are some limitations. You can update up to 100 tickets at a time, but closed tickets cannot be bulk updated. When performing a bulk update, you can change most of the same properties as you…
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