About the inborn system ticket rules Follow



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    Elisa Reggiardo

    Hi, how can I 1. reset these rules if they have been modified and 2. How can I change the fact that an agent can create and submit a ticket without having an assignee? (by submit I mean as open or pending not solved). Thanks!

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    Claire Miller

    Hey Elisa!

    The inborn system rules are part of what make Support function. They are an integral part of how many different aspects of Support work and as such, they can not be changed or modified in any way.

    Regarding your second question, you maybe be able to make a trigger to capture any agent created tickets without an assignee. You could have this trigger either send out an email notification to that agent or to a particular group, or have it assign it to that current user.

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    Jennifer Zou

    Hi Claire,

    In our system, why our customer replied, and the ticket status does not change to open?

    One of our staff manually changed the status from open to pending, but then when the customer replied again, the status does not changes to open....

    Do you have any idea why is that?



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    Jessie - Community Manager

    Hi Jennifer!

    You'll want to check your triggers! Most likely, you have one more triggers set up that prevent that status changing on customer response.

    Feel free to post screenshots of your triggers if you're not sure what's going wrong!

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    Elisa Reggiardo

    @Claire, thanks for your feedback yet please bear in mind that it is not 100% accurate.

    • Once a ticket has been assigned to a group, it cannot be reset to no group. You can, however, change it to a different group.

    • Similarly, once a ticket has been assigned to an agent in a group, you cannot reset the assignee to no one. You can assign it to another agent.

    There is a way to modify this:


    I have found tickets with 1 public reply, made by one of our agents, sent with no assignee with pending status. How is this possible? (Ex ticket #1997076)

    Anyone, any clue?


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    Dennis Lynn

    Hey Elisa,

    It's definitely possible that your agent either created a ticket in a pending state, or even replied to a ticket without setting assignee. The only time you are required to have an assignee is once the ticket is solved. Any time before then, an assignee is not required. 

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    Ed Ball


    I have a question about group assigning.

    If an agent is in several groups you have to pick a default group. So say the agent is part of the Technical Support and the Billing Support group. With Billing set as the default because they work mostly in that group. 

    So when the agent goes and takes a Technical support ticket it assigns the ticket to Billing Support/(agent name)...  

    That technical support ticket is now assigned to the billing group because it's the agents default. Is there a way to stop this or change this?   Does this matter at all in reporting? I understand why it does it, but it doesn't seem right. Can it not just be assigned to the agent and stay in the group it was placed in?

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    Heather R


    My experience is different, I wonder if you should open a support ticket. I am a member of several groups and of course have a default group. If I take a ticket in group B _and_ I'm a member of Group B, it keeps it assigned to that group and me and does not change it to my default Group A.

    However, if I take a ticket that is _not_ in a group I am a member of, the system assumes I want it in my default group.

    For us, this does have an impact on reporting, because we want to know which teams handled tickets, how many, etc so we run reports on groups.  I don't know if you do the same.

    Hopefully this helps.

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    Ed Ball (Edited )


    That sounds more reasonable. And after playing with it more this is how it works. I guess I need to look more at who it's happening to and see how they are getting tickets that shouldn't be.


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    Jessie - Community Manager

    Thanks for helping out, Heather!

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    Jennifer Zou

    Hi Jessie,

    How to automatically reopen tickets if the requester is an agent?



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    Justin Smith

    Hey Jennifer!

    Being that agents have access to the account interface and can set any status they want, there isn't a built in rule to allow tickets updated by Agent Requesters to automatically get set to open.  For that you would need to make a trigger to set the ticket status to open when your agents update the ticket and are also the requester.

    I hope that helps!

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    Tan Bee Hoon

    I'm testing and found requester's reply would not change the ticket status to OPEN from any status of pending/ on-hold/ solved. 

    I've checked all my triggers and none of it with setup 'action' to change the ticket status to OPEN. Is that the reason?

    As I know, this should be the ticket rules as once requester reply to our email, the ticket status shall changed to OPEN. 

    Please help. Thanks. 

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    Jenni Kovachevich

    Hi Tan,

    Is the requester on that test ticket an agent account? If so, the status will not automatically change, as the system rule is specifically looking for end-users replying to tickets. Agent requesters won't automatically change to OPEN from PENDING, since Agents have access to the interface and can change the setting as they please. 

    If you do still experience issues, after confirming that the requester is not an agent email address, feel free to reach out to our Customer Advocacy team at support@zendesk.com

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    Sergio Anarte

    I couldn't disagree more with the last one...Sometimes because of SLA's or because of support contracts, the ticket should keep solved more than 28 days...I would understand that it could be flexible between support subscriptions (Team vs enterprise...), but not as a standard rule without any option to be changeable.

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