Chat assigns to original agent when transfered



  • Harish Chilbule

    @Gabriela, thanks for your feedback.

    May I know if you use chat auto routing for chat assignments ? Would you expect the chat ticket assignment to follow the chat assignment routing ?

    We are investigating this feature and it is on our product roadmap. Expect more updates about this in Q4 this year.

  • Gabriela Zepeda

    Hi Harish,

    Yes, we use auto routing, if the first agent that gets the chat continues with it, it acts normal. However, if the first agent assigns/invites another agent the ticket gets assigned to the first agent.

    We are looking forward for this feature so that the chat stays with the final agent :)


  • Brendan Ittelson

    Any updates on this?

    We do not use auto chat routing and it's very annoying that if the chat starts in one department and then transfers to a second, and the second opens a ticket, it still assigns to the person in the first department.

    I might be over simplifying here but could the ticket automatically be assigned to whoever clicked the create ticket button and not the first agent?

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Brendan,

    Thanks for sharing your feedback and we agree that the ticket creation should handle agent and department transfers better.

    Currently, we have no plans in the next 6 months to change the current ticket creation experience as we focus on completing some other features/changes. We are hoping to revisit some of the ticket creation experience in the later half of the year and will update you here if and when that changes.



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