How do I ensure that ALL responses from customers come to the Unassigned Tickets Inbox? | Community
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How do I ensure that ALL responses from customers come to the Unassigned Tickets Inbox?

  • January 15, 2022
  • 1 reply
  • 0 views
Joe33

The way our team works, we don't want to assign cards to individual users, but ZenDesk INSISTS that you do in order to mark the card as done. This means that when users follow up after the card has been filed, it only notifies a support team member who may not be working, or may not be available?  We have embarrassed ourselves countless times with this.

How on earth do you change this setting so that every open ticket always always goes to the shared inbox?

    1 reply

    C
    • Chandra13
    • January 16, 2022

    Hi Joe! Here's a trigger that I use at my company that will automatically un-assign any tickets that reopen from a Solved status that might be helpful for your use case as well.

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