Tickets Automatically Routed to Specific Agent
Why are my tickets automatically routed to a specific agent?
If your tickets are being automatically routed to a specific agent, even with omnichannel routing turned off, there might be other settings or triggers in place. Zendesk allows for various configurations that can automatically assign tickets to agents based on certain criteria.
Check your triggers and automations to see if any are set to assign tickets to a particular agent. Additionally, review any third-party apps that might be influencing ticket assignments. By examining these settings, you can identify and adjust the configurations that are causing tickets to be routed automatically.
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