Why do tickets auto-assign to one group?

Question

Why do my incoming tickets auto-assign to one group? Why do my tickets route to a group without my involvement? Why was my ticket assigned without a trigger or automation event?

Answer

A ticket might auto-assign to a group for several reasons:

• If you only have one group set up in your account, all tickets assign automatically to the group. To prevent this, create a second group to ensure you have more than one group in your account. This workaround doesn't work if you only have one agent in your account. For more information, see About the standard system ticket rules.
• If you have multiple groups set up in your 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 is the cause, check the ticket events.
  • You may have set up organization mapping. If there is a group selected in the Group field, 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. 
     
    For more information, see Creating organizations.

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.

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Why do my incoming tickets auto-assign to one group? Why do my tickets route to a team or department without my involvement? Why do tickets assign without a trigger or auto-reply?

Tickets route to a specific team or department for several reasons. If your account contains only one group, all tickets route there. Prevent this by adding a second group to your account. Note that you need more than one agent or support person for this workaround.

If you use multiple groups, review your ticket events to see if a business rule assigns the ticket.

Check your organization or customer account settings. If you select a specific team in the Group field for an organization, tickets from those end users or customers route to that team. Clear the Group field to stop the assignment.

If you restrict a team member to access tickets only within their groups, tickets they create when they forward emails on behalf of customers assign to the team member's default group.