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.