Ticket Assignment When Agent Leaves Group
What happens to a ticket if the assigned agent is removed from the group?
If the agent assigned to a ticket is removed from the group the ticket is assigned to, the ticket retains the group assignment, but the agent assignment is removed. However, for Solved tickets, an assigned agent is necessary.
In such cases, if the assigned agent is removed from a Solved ticket's group, the first team member listed as a group member in the Admin Center replaces the previous assignee. This ensures that there is always an agent responsible for the ticket, maintaining accountability and continuity in ticket management.
More related questions
What happens to a ticket's status when it's assigned to an agent?
When a ticket is assigned to an agent in Zendesk, its status automatically changes to Open. This change occurs after the ticket is updated, ensuring that the ticket is actively being worked on by the assigned agent. If you have activated ticket…
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Once a ticket's status has been changed from New, it cannot be set back to New. This rule ensures that the ticket's progress is accurately tracked and prevents any confusion about the ticket's current state. This is a predefined business rule in…
What happens if an end user comments on a ticket with a status of Pending, Solved, or On-hold?
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Can ticket type field values be edited?
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How are tickets affected by user or organization merges?
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Can a ticket be assigned to an agent without a group?
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What is the default behavior for tickets with a due date set?
In Zendesk, aside from what happens in Automations, the task Due Date can be used as a criterion in Views. This means that you can create views to manage ticket workflow based on the due date. However, without specific automations, the due date…
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