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Workflow: Auto-assigning tickets to a specific agent or group



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Alexandra Robinson

Zendesk Customer Care

Edited Jan 15, 2025


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Jill Bragg

Zendesk Luminary

If I have an agent in multiple groups and try to auto assign a ticket to them via triggers it assigns it to them under their default group, not the group that the ticket was actually opened with. Not sure if this is by design or if I’m doing something wrong. Is there any way to auto assign them the ticket in whatever group the ticket currently lives?

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All tickets (via email) will assign to a default group, without any triggers. How do I change this default group? 

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