Tickets automatically assigned to other administrators after being solved

5 Comments

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hey William - What do you see in the event logs for the update in which the Assignee was changed to another administrator?

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  • William Stevenson

    @... Hi there, it says I changed assignee to another administrator on our team a little over an hour after I set the ticket to Solved. I definitely did not make this change, there is no trigger associated with the change, and the location of the event doesn't fit my actual location. It says Boardman, OR which is what our API related changes usually say. (Except this one didn't say "Web Service")

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Helpful - thank you!

    Taking a look at Zendesk's documentation, it seems likely that this ticket event was updated via an API. See below from this help article:

    Reports for the Ticket Update Via or Ticket Event Via attribute may return web service, which refers to the API channel. This means that the ticket or ticket update came through API, via an integration or app that you downloaded from the Marketplace (for example, CRM, JIRA, or Slack) or some other workflow that you have set up.

    If you still need help determining exactly API update made the change, it might be worth reaching out to Zendesk's Support team directly for further assistance so that they can take a closer look at your Zendesk instance and a sample ticket.

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Apologies - I just realized you said it didn't say web service. I clearly need to start making some coffee. :)

    Would it be possible to share a screenshot of exactly what you're seeing? Feel free to mask any data that you wouldn't want to be displayed for security reasons. 

    Zendesk's Support team still might be the way to go on this one, but I'd be happy to take a look at the screenshot and see if I can help at all. 

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  • William Stevenson

    @... I have a ticket open via Support so I'll just follow up there because I'd prefer not to provide screenshots here. Thank you for taking a look at the issue though, very much appreciated!

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