Escalating Your Tickets With Groups Follow



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    Matthieu ETIENNE


    we want to provide to an agent from a Group X the possibility to assign a ticket receieved on this group to  another Group Y,  without having visibility to the tickets already assigned in the Group Y.

    Anyway to do this? 

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    Alex Culligan

    Hi Matthieu,

    I see you already have a ticket with us and an Advocate is helping you get this done. I will let the Advocate continue working with you on that ticket, but let us know if you have other questions.

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    Hello Support team.

    It would have been nice if previous Support agent would have published the solution either way... because now i have to create a new ticket for the solution of that escalating problem with the assignment to a higher group - wich doesn't work.

    so please tell me - when a agent is assigning the ticket to the higher group with no particular agent but only the group - it changes back... (e.g Level1 to Level 2.... but changes back to Level 1!)



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    Jessie - Community Manager

    Hey info,

    Most of the time when this happens, it's because there's a trigger that's causing the group assignment to revert when the ticket is submitted. That's the first place I'd recommend you check!

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    HCC Support Admin (Edited )

    I have a group and one agent under it. We have an organization and selected a group for that organization. Is it correct to say that the tickets of that organization will automatically assign to the agent? (We don't have any other active triggers set for that org). Does it automatically assign to the agent if the system identifies there is only one agent in that group?

    The reason why I asked this is that we have marked other organization to other groups with multiple agents but it only assigns to the group and not to an agent.

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    Jessie - Community Manager

    Hey there!

    You are absolutely right. If a group only has one agent in it, Zendesk will skip the middle man and assign directly to that agent. If there are multiple agents, it just assigns to the group so you can select which agent should get it.

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