| Announced on | Rollout starts | Rollout ends |
| Aug 19, 2024 | Aug 19, 2024 | Aug 19, 2024 |
Zendesk is introducing new reassignment options for solved tickets when an agent is deleted, downgraded, or removed from a group. Admins can now turn on and configure solved ticket reassignment behavior at both the account and group level.
This announcement includes the following topics:
What is changing?
Previously, when an agent was deleted, downgraded, or removed from a group, their solved tickets were automatically reassigned to the admin removing them or the longest active team member in the group.
Now, admins have the option to turn on solved ticket reassignment in Admin Center. Solved ticket reassignment allows you to configure different behavior for how a departing agent’s solved tickets are reassigned.
Admins can configure solved ticket reassignment options at both the account and group level so that you have the flexibility to configure the behavior that best suits your needs.
Why is Zendesk making this change?
We’re making this change so that you don’t have to manually reassign departing agents’ solved tickets. Additionally, these options give you flexibility to change how solved tickets are automatically reassigned.
What do I need to do?
You don’t need to do anything. Solved ticket reassignment is automatically available to turn on in Admin Center. See Setting reassignment options for groups' solved tickets for more information.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.