Hi,we have many accounts in Zendesk and only set one admin account as the assignee to receive all email requests.For my understanding,admin could re-assign the tickets to agents,while seems not.Even admin changed the assignee of a ticket and submitted,the assignee will still keep as admin. Could you help give an explanation or tell if there is some settings could be improved.Thanks!
Can't re-assign an email request
An admin can definitely assign to another agent.
Possibly the trigger you use to assign to the admin is firing again and assigning it back to the admin. Check if this is the case, and change the trigger to fire on ticket is created rather than updated.
Glad you were able to get things working! Thanks for sharing your answer, Andrew!
Sorry,the case happened again.Seems Zendesk is not stable in assign mechanism recently.Please see below screenshot:
I changed the assgiee to Baily Wen and submitted the ticket as open, while when I saw the ticket in my view,the assignee is still the obvious one.Could you help check the possible reason?
By the way,we are currently create ticket via email and setup the first assignee via Zendesk trigger.
Not sure what do you mean "fire".Actually in last time,I didn't do anything and it fixed automatically,but happened today again.
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