Reassigning Customer Re-opened Tickets


  • Nicole Saunders
    Zendesk Community Manager

    Thanks for sharing that feedback, Dakota. The workflow totally makes sense.

    If other users would like to see this kind of functionality, please up vote Dakota's post and share any additional details you have in the comments below.

  • Federico Olmus

    Hello Dakota, 

    I have yet to test this, but this route might be worth trying out.


    Meet all conditions

    Channel is Solved ticket
    Tag contains “groupX” (tags transfer on follow-up tickets)

    Assign to “groupX”

    You would need to create additional triggers/automations (one for every group) that fires at the end of the ticket's life cycle and adds the group tag. Which would then be used in case a follow-up ticket is created.

    Hope it helps!

  • Eric W.

    I completely agree with Dakota's sentiment; I would be extremely helpful if reopened tickets would route back to the same assignee and group. Our customers frequently reopen closed tickets expecting their efforts to reach the same agent and be responded to quickly. The result is extremely sloppy ticket routing and A LOT of rerouting efforts by our team.


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