Why do my incoming tickets auto-assign to one group?
There are a few different reasons a ticket might auto-assign to a group:
- If you only have one group set up in your Zendesk Support account, all tickets automatically assign to the group. To get around this, create a dummy group to ensure you have more than one group in your account. However, this workaround won't work if you only have one agent in your account. For more information, see the article: About the inborn system ticket rules.
- If you have multiple groups set up in your Support account, the auto-assignment may have different causes:
- A business rule could be auto-assigning the ticket to a specific group. To find out if a business rule might be the cause, check the ticket events.
- You may have set up organization mapping. If there is a group selected in the Group field then all new tickets submitted by users who are part of the organization are automatically assigned to this specific group. To avoid auto-assignment set the value of this field to null.
Note: If an agent is currently restricted to only accessing tickets from within their groups, tickets created from emails forwarded from agents on behalf of end users are automatically assigned to the agent's default group.