Festlegen der Neuzuweisungsoptionen für gelöste Tickets von Gruppen

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Colleen Hall

Zendesk Documentation Team

Bearbeitet 02. Mai 2025

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      Steven Hampson

      Amazing! Thanks 1263082194429 

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      Joshua Teitelbaum

      We have just released the capability to push the account level setting to all groups, so you do not have to edit the groups one by one.  We recognize that editing groups one by one is a very onerous and unnecessary activity and this particular settings pushdown feature will hopefully help.  Thanks for your suggestions 1900356863164 

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      Sydney Neubauer

      1900356863164 there should actually be an account wide setting. Underneath ticket>settings if you uncheck the ‘show solved ticket reassignments’ you can set the account level default and it can't be changed on a per group basis

       

      Unless you mean something else?

       

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      Steven Hampson

      This caused a bit of a problem for us. It needs to have the ability to set it at the account level without the group level setting remaining as it was. I need to change it from the default for every group and we have 160+ and no bulk edit. It would be simpler and less confusing if the ‘account level’ was exactly that. If I decide to deselect the group level option, then it should force it to use the account level so that I only need to set it in one place. 

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      Vinicius Henrique da Silva

      Olá, fiz o teste e deixei a opção “Para um administrador ou membro da equipe ativo há mais tempo” ativa, porém isso não acontece de maneira alguma.

      Os tickets ficam atribuídos ao grupo apenas, não adiciona o administrador nem mesmo um membro da equipe.  

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      Joshua Teitelbaum

       4621147036698 The option to assign to the group without an agent on solved tickets is an option that is allowed and probably would be used when there is a lot of activity of agents out of groups and you DON'T want the legacy behaviour of giving it to the admin performing the transfer or the longest active agent in the group.  It's a state that was suggested by some of our larger customers that wanted to assign the SOLVED tickets manually instead, after finding them.

       

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      Jahn

      Hello 4734621635354  1263082194429 - this is a great feature!

      Question please - should we choose the option “Reassign solved tickets to the group without team member assigned”, is this going to work as well for those agents that needs to be transferred from one group to another? 
       

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      Joshua Teitelbaum

      4856704088218  Thanks so much for your feedback. Your perspective on how your company operates is very welcome and necessary for us to improve this feature, and our offerings in general.  After receiving feedback like yours and others from our customers we have decided to pause the EAP, and plan to make those incremental improvements to ensure your needs are sufficed.  After we make these improvements, we would like to go through a thorough review to ensure we've hit the mark of excellence we are looking for. We expect these improvements will be ready for review in Q3, subject to our customers being ready.

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      Sydney Neubauer

      Couple of comments on this:

      1. This was an EAP 2 weeks ago - no announcement that I could see
      2. This was updated 6/27/24 to no longer be an EAP - no announcement
      3. This feature was turned on 6/27/24 - no announcement

      The issues this caused:

      1. Any new groups created, were getting set with the default
      2. Anyone creating new groups did not know what this setting was meaning and may have been selecting the other options - this can cause inconsistencies across our instance and we would not know this was a setting until we stumbled on it as it was not communicated and there is not a way to see which setting was enabled without going into each group (we get 10+ a week)

      While I do like these settings, there are some features that need to be added in order for us to be able to use it:

      1. An on/off button to even show these settings. This will keep our groups uniform with no chance of some groups behaving one way and others behaving another - I talked with a ZD engineer and they said they are going to incorporate this the next time they launch (hopefully with comms this time around)
      2. A system wide setting if we do want to turn this on. Without this, we have to go into each group and manually set the behavior (we have 100+ groups and many instances and sandboxes). And then we have to ensure that newly created groups also go with the setting we want going forward
      3. If we need to have specific groups to have certain behaviors, we need to be able to see which ones do that on the group page without clicking into each to see or running the API. We should be able to filter the groups or there is an indicator for each group so we can see what the routing should be (imagine removing someone from a group within the profile ui and not knowing how their tickets will behave if you forget to reassign them before hand)
      4. An ability to change what the default is for new groups/existing groups. Right now the default setting that is enabled for all groups as well as what new groups created will use is the current functionality - assign to oldest Agent in the instance. If we want to be able to pick the functionality, we need to ensure that if they forget to change it, it will use at least the setting we want it to be.

      At this moment, we do not want this enabled as we need consistency over all else. We do not have the time to keep an eye over group creations as well as group editing (we have 10+ admins). Tech should make our lives easier not harder. Hopefully we can see these features eventually.

       

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