Groups are collections of team members based on criteria those team members have in common. When an agent is deleted, downgraded, or removed from a group, their assigned tickets, including solved tickets, should be reassigned as a best practice.
Admins can turn on automatic reassignment options for a departing agent’s solved tickets. After this setting is turned on, you can choose the solved ticket reassignment behavior for all groups in your account.
Additionally, admins can allow the reassignment behavior to be configured per group. Configuring options for each of your groups gives you the flexibility to set the solved ticket reassignment behavior that best suits your groups’ needs.
The reassignment options automatically assign a departing agent’s solved tickets based on the options you select. You may want to turn on solved ticket reassignment options so that you don’t have to manually reassign a departing agent’s solved tickets.
Turning on solved ticket reassignment
An admin must first turn on solve ticket reassignment before you can change your group reassignment options.
To turn on solved ticket reassignment
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- In the Solved ticket reassignment section, select the check box for Turn on solved ticket reassignment.
- Click Save tab.
You can now set the account-level reassignment behavior or turn on the option to configure reassignment options per group. Make sure you understand what each option does before making any changes.
Note: If you turn off solved ticket reassignment after configuring reassignment options for your account or groups, the reassignment behavior for all your groups will revert back to the original, default (legacy) behavior. If you turn solved ticket reassignment back on, though, your previously configured options are saved and will reactivate.
Turning on group-level reassignment options
An admin must turn on the option to allow reassignment options be configured per group. When you turn on show solved ticket reassignment, the options appear on each groups’ admin page.
To turn on group-level reassignment options
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- Make sure that Turn on solved ticket reassignment is selected.
- Select the Show solved ticket reassignment check box.
- Click Save tab.
The reassignment options now appear in each of your groups and can be configured.
Note: When you navigate to a group’s admin page for the first time after turning this on, you may need to refresh the page for the options to appear.
Understanding solved ticket reassignment options
The original, default (legacy) behavior for reassigning solved tickets when an agent is deleted, downgraded, or removed, is to reassign their solved tickets to the admin removing them or the longest active team member in the group.
The longest active team member is the team member with the lowest user ID. This is based on when their account was created in Zendesk; it is not based on when they were added to the group or alphabetically by first or last name.
After turning on the solved ticket reassignment, you can change how a departing agent’s solved tickets are reassigned with the following options:
- To an admin or longest active team member: This option is the same as the default behavior. When an agent departs, their solved tickets are reassigned to the admin removing them or the longest active team member in the group.
- Reassign solved tickets to the group without any team member assigned: No particular agent is assigned the solved tickets and they’re reassigned to the group.
- Reassign solved tickets to a random assignee: Reassigns an agent’s solved tickets to a random agent within the group, distributing the attribution equally.
- Reassign tickets to selected team member: This option appears only at the group level. It reassigns an agent’s solved tickets to a particular agent you select.
- Reassign tickets to the account level setting: This option appears only at the group level. It reassigns an agent’s solved tickets based on your account’s default reassignment behavior.
Setting account-level reassignment options
An admin can set a default reassignment option for your account. When you select an option for your account, any new groups you create will follow the set reassignment option. Your existing groups will continue to follow the original, default (legacy) reassignment behavior.
To set an account-level reassignment option
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- Make sure that Turn on solved ticket reassignment is selected.
- Click the drop-down menu and select an option.
See Understanding solved ticket reassignment options to learn more.
- Click Save tab.
Setting group-level reassignment options
If an admin has turned on the option for show solved ticket reassignment, you can configure the reassignment behavior for each of your groups.
- In Admin Center, click People in the sidebar, then select Team > Groups.
- Create a new group or select an existing group from the list to edit.
- In the Solved ticket reassignment behavior section, select one of the
options.
See Understanding solved ticket reassignment options to learn more.
- Click Save.
Viewing groups’ reassignment options
If an admin has turned on the option for show solved ticket reassignment, you can view each of your groups’ reassignment behavior from the Groups page. You can still view this information even if the option for show solved ticket reassignment is later turned off.
To view your groups’ reassignment options
-
In Admin Center, click
People in the sidebar, then select Team > Groups.
The Reassignment Value column displays each group’s reassignment option.