Suspending an Agent: Ticket Handling - Frequently asked questions
Discover what happens to assigned tickets when you suspend an agent. This page answers common questions about ticket reassignment and agent suspension.
Frequently asked questions
What happens to tickets when an agent is suspended in Zendesk?
When you suspend an agent in Zendesk, their assigned tickets do not automatically get reassigned. This means that you will need to manually reassign these tickets to another agent to ensure they are handled appropriately. If you need more detailed…
Do tickets automatically reassign when an agent is suspended?
No, tickets do not automatically reassign when an agent is suspended in Zendesk. You will need to take action to manually reassign these tickets to another agent. This ensures that all tickets continue to be managed and resolved without delay. For…
How do I manage tickets after suspending an agent in Zendesk?
After suspending an agent in Zendesk, you need to manually reassign their tickets to other agents. This is crucial to maintain the workflow and ensure that all customer inquiries are addressed. For more comprehensive instructions on handling user…
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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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
Zinc
Zinc
Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
Freecash
Read FreeCash's case study
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