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Limit Omnichannel Reassignment of Open Tickets by Group



Posted Aug 10, 2023

Hello, the new feature where we have the ability to automatically reassign reopened tickets with omnichannel routing based on the agent's status is great.

We would like the ability to limit this by certain groups. This feature is perfect for our Tier 1 agents, but for tickets escalated to our managers for example, we never want those reassigned. They should stick with the manager until fully resolved and not bounce around.

Many of our managers never go "online" for ticket routing, so this means every time on a manager ticket that a customer replies, it's unassigning the ticket. We can kind of work around this by creating a trigger for each manager that automatically assigns the ticket back, but it's causing a bit of clunkiness of unassign then reassign every time a customer replies on a manager ticket. 

The new omni feature where you can automatically reassigning by group simply needs the ability to limit this by group instead of being global.


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6 comments

Tagging Barry Neary since you were the product manager who announced this feature when it came out last month. Thank you!

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Chandra Robrock

Most Helpful - 2021Community Moderator

+1 to this request! Would love the ability to restrict the reassignment setting by group rather than this be a global setting.

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Barry Neary

Zendesk Product Manager

THanks for the feedback - this is on the roadmap, I dont have an ETA yet but good to know its really required

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Awesome that's great news.

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Barry Neary

Any updates on this one? Much like the OP, omnichannel routing and its features is fairly useless to our team structure without the ability to customize based on groups.

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Shawna James

Community Product Feedback Specialist

Hey Erin, thanks for your question to Barry. I wanted to chime in here to confirm that we have read your response but remind folks that as per our Community Guidelines we do not share timelines in the community to avoid confusion and manage potential changes in prioritization. Once we know more and have additional details to share we will follow up in this thread to let you know! Thank you again for your responses and interest in this feature!

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