Why do tickets automatically assign to one agent?

Question

Why do tickets automatically assign to one agent in Zendesk Support? 

Answer 

If your account only has one agent, then all tickets are assigned automatically to that agent. For more information, see About the system inborn ticket rules.

If your account has more than one agent but there is only one agent in a group that can be assigned tickets, all tickets assigned to that group are automatically assigned to that one agent.

If none of the options above apply to your situation, then a business rule is auto-assigning the ticket to a specific group. To find out if a business rule acts on the group of the ticket, see Viewing all events of a ticket.

For other questions regarding assignment issues, see the articles below.

• Why do tickets auto-assign to one group?
• Is it possible to auto-assign a ticket that is in a solved status?
• How can I automatically assign a follow-up ticket using triggers?
• How can I automatically assign all of a requester's tickets to the same agent?