Enabling tickets to be reassigned back to an agent's group

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  • Lara Hines

    My setting in Support is set to re-assign a ticket back to another group.  However, I have one group that once a ticket has been assigned, I am not able to re-assign.  Do you know why that might be that is only one group that does not allow me to re-assign?

    Thank you,


  • Beau P.
    Zendesk Customer Care

    Hello Lara,

    Beau with Zendesk Support here! Based on what you're describing I'd like to move this inquiry to a ticket so we can look at your account specifically. Expect an email from me shortly to continue this conversation!


  • Aristeu Franco Neto

    Hello! I have a similar issue as the one reported above by Lara, can you guys help me?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Aristeu, 

    You may initiate a conversation with us so we can dig deeper into the issue that you are experiencing
  • Jason Perez

    what was the answer, i have the same issue as Lara?


  • Dane
    Zendesk Engineering
    Hi Jason,

    Due to the current behavior, I have created a ticket for you to look into this further. Please wait for an update via email and let's continue from there.

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