Fastpath: Admin Center > Objects and rules > Tickets > Settings
By default, once a ticket has been assigned to an individual in a group, it cannot be reassigned back to the agent's group. You can modify your ticket settings to change this behavior.
To enable tickets to be reassigned back to an agent's original group
- In Admin Center, click the Objects and rules icon () in the sidebar, then select Tickets > Settings.
- In the Assignment section, select Allow re-assignment back to the general group.
- Click Save tab.
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?
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!
Hello! I have a similar issue as the one reported above by Lara, can you guys help me?
You may initiate a conversation with us so we can dig deeper into the issue that you are experiencing
what was the answer, i have the same issue as Lara?
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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