|Announced on||Rollout starts||Rollout ends|
|July 24, 2023||July 24, 2023||July 28, 2023|
Zendesk is pleased to announce an enhancement to omnichannel routing, which enables admins to configure whether and how they'd like to reassign tickets that are reopened while agents are in particular statuses.
What is changing?
When using omnichannel routing, you now have the option to automatically reassign email and messaging tickets that move from the Solved, Pending, or On-hold statuses (or ticket status categories, if using custom ticket statuses) back to Open when the assigned agent has a particular status, as defined by an admin. When enabled, tickets are always reassigned to another agent within the same group.
Within the omnichannel routing configuration, admins have the option to turn on reassignment for reopened tickets, select the channels for which they want to use automatic ticket reassignment, and specify one or more agent statuses that should result in reopened tickets being reassigned.
Previously, reopened tickets would remain assigned to the original agent, regardless of that agent's status unless it was manually reassigned.
Why is Zendesk making this change?
If an agent is no longer available to handle a ticket when it reopens, it could result in a poor customer service experience. Giving admins the ability to turn on this feature per-channel and for specific agent statuses provides more control over their end user experience and enables admins to balance the need for prompt responses with the value of keeping the ticket with the agent who has the most context and knowledge of the ticket.
What do I need to do?
This feature is being rolled out automatically to all customers on Professional plans and above who have turned on omnichannel routing. If you want to start reassigning reopened tickets, update your omnichannel routing configuration.
Frequently asked questions
Does this feature reassign all tickets?
No. Only tickets that change from a status (or custom status within a status category of) Solved, Pending, or On-hold back to Open are reassigned and the assigned agent has one of the agent statuses specified by an admin in the routing configuration.
Does this feature reassign tickets that weren't assigned via omnichannel routing originally?
Yes, though the behavior varies slightly between email tickets and messaging conversations. Email tickets that were assigned manually and don't contain the auto-routing tag are reassigned back to the group the assigned agent is in, not to specific agents within the group. Regardless of how they were assigned originally, email tickets with the auto-routing tag and messaging conversations are assigned directly to another agent within the original agent's group.