Setting Reassignment Options - Frequently asked questions
Frequently asked 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…
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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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