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Location: Admin Center > Objects and rules > Tickets > Settings
By default, tickets are auto-assigned to the solving agent in the following ways:
  • When an agent solves a ticket that is not currently assigned, and does not manually assign the ticket to themselves or another agent, the ticket will be auto-assigned to the solving agent.
  • When a ticket is set to Solved status by a trigger or automation without an assignee, the next user who updates that ticket is automatically set as the assignee.

    If you’ve enabled custom ticket statuses: When a ticket is set to a ticket status in the Solved status category by a trigger or automation without an assignee, the next user who updates that ticket is automatically set as the assignee.

  • When an agent is the ticket requester and a trigger closes the ticket, that agent will also become the assignee.

You can disable or re-enable this behavior based on your needs.

To enable or disable auto-assign on ticket solve
  1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
  2. Click Assignments and notifications to expand it.
  3. Select or deselect Auto-assign tickets upon solve.

  4. Click Save.
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