Disable automatic assignation of ticket to the Agent that submitted the ticket as Solved.
When a ticket is submitted as solved, it auto-assigns to the Agent that submitted the ticket as solved.
The issue appears when that agent is on holidays/sick leave and the customer reopens the solved ticket, as the ticket is assigned to the Agent that is on holidays, the other Agents can't see the ticket on their dashboards.
I unchecked the "Auto-assign tickets upon solve" but Zendesk still requires selecting an assignee, and I cannot assign to the Group "Support" (where all agents can see the ticket if it is reopened)
Unfortunately, the Zendesk chat help provided solutions that did not work at all (macros, automations, you name it), even installing a 3rd party app that did nothing.
We need that the tickets that are submitted as solved are NOT assigned to a specific Agent or be able to submit as solved and assign to the Group "Support".
Thank you for your help.
Thanks for posting this, Gonzalo.
Gonzalo Rivero I know this has been a while, hopefully you figured it out. In case you didn't find this article, here is an article that should help address your question. https://support.zendesk.com/hc/en-us/community/posts/4409507047578-Solving-a-ticket-while-leaving-assigned-to-group
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