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Ticket Assignment

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Greg Mazurak

Posted Mar 03, 2022

Hello we have a few groups other than IT in our zendesk setup.  I've recently attempted to assign tickets to people in the accounting group.  While I'm able to navigate to the accounting group and select the agent, the ticket never actually assigns (just shows as open without an assignment).  What am I doing wrong?

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    Pedro Rodrigues

    Community Moderator

    Hi Greg Mazurak, if I'm understanding the issue correctly, the situation is as follows:

    • Ticket is assigned to "IT"
    • An agent reassigns to "Accounting" and that group's Agent2
    • Same agent updates the ticket
    • After the update, the ticket is assigned to the group, but not the agent

    If that's the case, can you please check in ticket events if there's any trigger removing the ticket assignee when you update it?

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