Why Zendesk Tickets Auto-Assign to One Agent
Learn why Zendesk tickets auto-assign to a specific agent and how to prevent it by adjusting group settings.
Why are my Zendesk tickets automatically assigned to a specific agent?
Zendesk tickets might be automatically assigned to a specific agent due to a system ticket rule. If omnichannel routing is turned off and no app is assigning tickets, the system will assign tickets to an agent when only one agent is in the assigned group, or if all other agents in the group are either light agents or contributors.
To prevent this automatic assignment, you can add another agent to your group or ensure that the group is not assigned to your tickets. This will help distribute the tickets more evenly among available agents. For more details, you can check the originalZendesk help article.
More related questions
How can I stop Zendesk from automatically assigning tickets to one agent?
To stop Zendesk from automatically assigning tickets to one agent, you need to adjust your group settings. This automatic assignment happens when only one agent is in the assigned group, or if all other agents are light agents or contributors. To…
What happens to ticket status when Zendesk auto-assigns it to an agent?
When Zendesk automatically assigns a ticket to an agent, the ticket status changes from New to Open. This is part of the system's process to ensure that the ticket is actively being handled by the assigned agent. Understanding this status change is…
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