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Assigning Tickets

  • April 12, 2022
  • 1 reply
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Lee18

Hi,

When new tickets are raised, they fall into my queue so I then have to re-assign them. Ideally I need them to go straight to the agent. Is this something that is easy to set up?

    1 reply

    Heather13
    • Heather13
    • April 12, 2022

    Hi Lee,

    Most of the time when I hear about this it's because only one person is in the Group the ticket landed in, so Zendesk tries to help by auto-assigning it to the only Agent in that Group.

    You might have success by:

    1. Are you the only one in the Group the ticket is routed to?

    2. Do you have more than one Group? Look at the trigger(s) that fired on the ticket and see if it routed the ticket to your group. You might want to add a trigger to route a ticket to the other group and/or modify the existing one.

    Thanks!

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