Stop Zendesk Tickets from Auto-Assigning to Groups
How can I stop tickets from auto-assigning to a group in Zendesk?
To stop tickets from auto-assigning to a group in Zendesk, you need to check a few settings. If you have only one group, consider creating a dummy group to have more than one option. However, this won't work if you have only one agent. If you have multiple groups, check if a business rule is causing the auto-assignment by reviewing the ticket events. Also, ensure that organization mapping isn't assigning tickets automatically by setting the Group field to null for organizations.
For more information, visit theZendesk help article.
More related questions
Why do my Zendesk tickets auto-assign to one group?
Tickets in Zendesk might auto-assign to one group for several reasons. If you only have one group set up in your account, all tickets will automatically assign to that group. To prevent this, you can create a dummy group, but this won't work if you…
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What happens if a ticket is sent to multiple groups in Zendesk?
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Organization mapping in Zendesk can automatically assign tickets to a specific group if a group is selected in the Group field for users in that organization. This means that any new tickets submitted by users who are part of the organization will…
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