Unassign open tickets

Hey Andrew,

What do you mean by unassign an opened ticket? Do you mean revert it back to new? If yes, then it's not possible to revert a ticket back to the New status after it's been moved out of it. See here for further confirmation on this. 

If not, are you able to describe your workflow in more detail on what you're trying to achieve so we can help further? :)

Hello Andrew, you could use an automation to reassign a ticket back to a group. That's probably the most unassigned you can do.

You can allow an agent to assign back to the group too, meaning no trigger or automation is needed 🙂

Hi Andrew and Amie,

So basically what I want is that there is a new ticket coming in, an agent grabs it but he replies with just some general reply and then we want to unassign the ticket so any of the other available agents can grab it. The agent who originally grabbed the ticket doesn't know which another agent will be able to work on the ticket so we can't assign it to a specify agent. Is this possible with group? Is this feature available under Essential plan? Where can this be set?

Thanks!

Hi Andrew,

In general, if you have no business rules set up which are automatically assigning the ticket to an agent, then it falls back to the agent to manually assign the ticket. 

Yes this is achievable with groups. When a ticket comes in, it should be assigned to a group. In your case, when an agent jumps on the ticket and sends the first reply, the agent should just hit submit. The agent shouldn't be touching anything in the assignee field. After the agent submits the reply, the ticket would remain assigned to the group level still and not to that individual agent. This would then allow all the agents in the group to view the ticket and be able to continue on with the conversation from there with the ticket. 

Hello Amie,

Thank you. Looks like groups are only available under the Team plan and up so Essential doesn't have this. Is there any other option or "workaround" to be able to unassign a ticket from a specific agent?

https://support.zendesk.com/hc/en-us/articles/203661966-Creating-managing-and-using-groups

Thanks again!

I've set up a team in the help desk I used to manage using an almost identical workflow to this. However you really do need a team plan to be able to make advanced workflows like this. In our case when an agent answer the ticket if the customer replied it was assigned back to the group to enable any agent to answer it.it was left assigned to the agent if the customer didn't reply, enabling the agent to keep track of it and to perhaps respond with more information if required.

Right, that would be great to have for us too we just have to work out the cost of the Team plan :) Anyway thank you, appreciated the quick responses here.