Reassign Tickets to a New Group in Zendesk
How can I reassign tickets to a new group in Zendesk?
Reassigning tickets to a new group in Zendesk is essential before deleting a group. Use the advanced search feature to find all non-closed tickets assigned to the group you plan to delete. Use the search string:status<closed group:"Group Name"to locate these tickets.
Once you've found the tickets, bulk select them and click the 'Edit Ticket(s)' button. In the Assignee field, type the name of the new group and click Submit. This process ensures that all tickets are reassigned properly, preventing any issues when the group is deleted.
More related questions
What are the best practices for deleting groups in Zendesk?
To delete groups in Zendesk without issues, follow a few best practices. First, ensure that the group you want to delete is not set as the default group for any agent. If it is, you won't be able to delete it until you change the default group for…
How do I reassign agents to a new group before deleting a group in Zendesk?
Before deleting a group in Zendesk, make sure no agent has it as their default group. If it is, you'll need to change their default group first. This ensures that the group can be deleted without any issues. To change an agent's default group,…
What happens to tickets when a group is deleted in Zendesk?
When a group is deleted in Zendesk, the Assignee field for tickets that were assigned to that group will show a dash (-) instead of the agent's name, except for closed tickets. This means that open tickets need to be reassigned to a new group…
Can I undo the deletion of a group in Zendesk?
No, once a group is deleted in Zendesk, the action cannot be undone. It's important to ensure that all necessary steps, such as reassigning agents and tickets, are completed before proceeding with the deletion. Since the deletion is permanent,…
Will deleting a group affect my Zendesk reports?
Deleting a group in Zendesk will not affect your reports as long as there are closed tickets associated with that group. The data from closed tickets will still be displayed in your reports. This means you can safely delete groups without worrying…
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