Why were tickets randomly reassigned?

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  • Ontec LLC (EMEA Reseller)

    Hi, this behavior is highly nontransparent. It would be better if it will be required to change the ticket's assignee manually before changing user group,  or reassigning it back to a group, and not the next random agent. 

  • Sebastian

    This is really bad. Till now I didn't experience or know that behaviour. Now I got contacted why my COO suddenly received 400 mails for assigned tickets.

    I happened to downgrade an agent and randomly our COO was next in the standard group and received all tickets.


    The agent leaves. I would have understood if the tickets would just have been unassigned or at least assigned to the group only. But randomly picking the next user in the group is very bad. In this case it was the COO, not sure what else can happen. Agent on long time holiday or sick leave? Someone that is only a developer coding things from time to time?

  • Ben Van Iten
    Zendesk Community Team


    Thanks for the feedback on this experience. I certainly understand that it isn't ideal. We generally always recommend manually reassigning tickets before an agent leaves as is outlined here: https://support.zendesk.com/hc/en-us/articles/203661156-Best-practices-for-removing-agents

    That being said, I know that doesn't do you any good at this point. I am going to flag this exchange as product feedback so it is reviewed by the proper team here. 

    I would also invite you to post your feedback here: https://support.zendesk.com/hc/en-us/community/topics/200132066-Feedback-on-Support

    This allows other users to upvote your request and also add onto it. It's one thing to pass along feedback on my end, but having other users agree with you is impactful as well. 

    I'm sorry you had this happen, and again I understand that this isn't an ideal experience. Please let us know if you have any further questions or concerns.


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