Troubleshoot Reopened Ticket Reassignment Issues
Why aren't my reopened tickets reassigning to online agents?
If your reopened tickets aren't reassigning to online agents, it might be due to the omnichannel routing settings. Ensure that the 'Turn on reassignment for reopened tickets' option is enabled in the Admin Center under the omnichannel routing configuration.
This setting allows tickets to be reassigned to the same group when their status changes back to Open. If this option is not enabled, tickets may not be reassigned as expected, leading to potential delays in ticket handling.
More related questions
How do I enable reassignment for reopened tickets in Zendesk?
To enable reassignment for reopened tickets in Zendesk, you need to adjust your omnichannel routing settings. Navigate to the Admin Center and on the omnichannel routing configuration page, check the box next to 'Turn on reassignment for reopened…
Can I prevent Zendesk from changing custom agent statuses to offline?
Currently, Zendesk automatically changes custom agent statuses to offline after a period of inactivity. This can affect the reassignment of reopened tickets if agents are marked as offline unexpectedly. Unfortunately, there isn't a built-in way to…
How does the 'reassignment of reopened tickets' feature work in Zendesk?
The 'reassignment of reopened tickets' feature in Zendesk is designed to streamline ticket management by automatically reassigning tickets to the same group when they are reopened. This applies to tickets that change status from Solved, Pending, or…
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