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Why were tickets randomly reassigned back to the group?



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Claire Miller

Zendesk Customer Care

Edited Mar 29, 2023


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3 comments

Hi, This is great. I do have a question thoguh. I have 2 agents who are in quite varied roles and they will frequently move in and out of groups. Is there a way we can keep them in all groups but only allow phone calls to come through to them from one of the groups they are part off? Eg if an agent is part of "sales", "internal support" and "contact centre" can I keep them in all of these groups but only have calls from "internal support" routed to them? 

 

Cheers, Josef

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Hi Josef,
 
I think the only way to do that would be to maintain special groups for the routing of calls. If you like, please post to our Feedback - Voice (Talk) topic, using our Product Feedback Post Template to format your input. Thanks! 
 
 

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We are seeing this, but in a different circumstance. Our agent is continuously a member of the group - so, again, it is NOT that we removed the current assignee from a group.

 

Instead, the “system” makes the assignee empty (it clears the assignee). This happens thusly:

  • a WhatsApp channel ticket has an assignee and then is marked as solved (or pending)
  • the end user adds a message/comment
  • a WhatsApp channel ticket changes back to open (from pending or solved)
  • throughout, the agent has remained a member of the group and remains online
  • the assignee changes from the agent to blank/unassigned

To be clear, we want the assignee to remain unchanged so the agent is still the assignee and the ticket is NOT unassigned.

 

We believe the agent was online throughout. In fact, we are seeing cases where the agent marks a ticket as solved and then the user responds shortly after while the agent is still viewing the ticket. But of course the agent must reassign the ticket to themselves.

 

The system does this action. We review the tickets' history and see the fingerprint of the ‘system’ - there is no trigger or other rule that does this. And I've looked at system settings and find no setting that would do this sort of reassignment. I thought maybe the agent was somehow “offline” and the system determined an “online” agent should have the opportunity - but this seems to not be the case.

 

Why does the system take the assignment away from the assignee agent when a WhatsApp ticket transitions from Solved or Pending back to Open?

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