Question
In side conversations, why might the assignee of solved parent tickets change unexpectedly?
Answer
This could be a result of the Auto-assign tickets upon solve setting.
In side conversations, if the parent ticket is solved without an assignee and Auto-assign tickets upon solve is selected, when a child ticket generates a change in the parent ticket, then Zendesk will try to set an assignee for the parent ticket when saving 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.
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