Tickets in Zendesk Support are created from Chat with no assignee.
- The assignee is not set immediately on ticket creation.
- The agent who served the chat has an empty value for Zendesk Support Email in their profile in the Chat dashboard.
The ticket creation integration between Chat and Support uses an agent's Zendesk Support Email value to know who to assign tickets to. When an agent serves a chat, the assignee is set on ticket creation to the agent in Support with this email address. If there is no value set, tickets are created without assignee. If you would rather these are assigned on creation, the agent profile would need to be updated to reflect their email.
To update the agent profile
- Log into Zendesk Chat.
- Go to Settings > Agents.
- Find the agent in the list, and open their profile.
- Enter the email address of the Support agent in the Zendesk Support Email field.
- Click Save Changes.
The system will validate that the email is associated with an agent in the Support account before completing the action.
Note: The above steps are appropriate for accounts that use the standalone version of Chat which is linked to Support, as this must be done manually. For the integrated version of Chat, the assignment for the Zendesk Support Email is done automatically when the agent is created. Any agent can check their own profile by going to Chat > Settings > Personal > Zendesk Support.