Why Do Zendesk Tickets Auto-Assign to One Group?
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 only have one agent. If you have multiple groups, a business rule might be auto-assigning the ticket to a specific group. Check the ticket events to see if this is the case. Additionally, organization mapping might be causing the auto-assignment if a group is selected in the Group field for users in that organization. To stop this, set the field value to null.
For more details, you can refer to the originalZendesk article.
More related questions
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…
Can triggers auto-assign tickets to a group in Zendesk?
Yes, triggers can automatically assign tickets to a designated group of agents in Zendesk. Triggers are a powerful tool that can be set up to route tickets based on specific conditions, such as the support address where they were received. This…
What happens if a ticket is sent to multiple groups in Zendesk?
When a ticket is sent to multiple groups in Zendesk, it typically assigns to the first email address listed in the 'To' line. Zendesk recognizes only the first support address and creates a ticket in that account, ignoring any additional addresses….
How does organization mapping affect ticket assignment in Zendesk?
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
