Question
In side conversations, why might the assignee of solved parent tickets change unexpectedly?
Answer
This can happen because of the setting Auto-assign tickets upon solve.
In side conversations, if the parent ticket is solved without an assignee and the setting Auto-assign tickets upon solve is enabled, Zendesk may assign an agent to the parent ticket when a child ticket triggers a change and Zendesk saves those changes to the parent ticket.
For example:
- Auto-assign tickets upon solve is turned on in the account.
- Parent ticket is solved by business rule and has no assignee.
- Child ticket is solved by agent.
- The parent ticket is auto-assigned to the agent who solved child ticket.
For more information, see this article: Enabling auto-assign for agents on ticket solve.