Newly created ticket gets assigned to an agent and I don't know why

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6 Comentarios

  • Jahn Jerenz Bronilla

    Best if you can provide some snippet of the events to further check. You're stating that there's no trigger involved on this one however, contradicts with the auto assignment. 

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  • Norman Walter

    Hey Jan! You're right, and I was thinking about adding a screenshot but it doesn't provide much info I guess. What one can see is the very first 'Events' section at the very bottom of the thread. And usually when a trigger is involved I can see it here. But there isn't. (The fully pixelated line is a custom ticket field)

    I have to admit that it's quite a while ago that I troubleshooted Zendesk issues for my colleagues so I might oversee something very obvious.

     

    Does that help and bring anyone to an idea where to head next?

    Thanks in advance. 
    Norman

     

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  • Graeme Carmichael
    Community Moderator

    Norman

    All I can think of is:

    • There is only one agent
    • There is only one agent in the assigned group
    • The requester is an agent using the mail API to nominate the assignee

     

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  • Norman Walter

    Hey Graeme

    Thanks for the input, we might come closer to the issue - there's only one agent in the group!
    But that brings me to the next question: why is that group assigned (and consequently the agent)? There's no trigger doing that and the group is not the default group.

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  • Graeme Carmichael
    Community Moderator

    Norman

    Just a guess, but it could be the requester's organisation is associated with a default group.

    Check the requester's profile, then their organisation, there may be a default group here:

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  • Norman Walter

    Hey Graeme. You nailed it! It was the combination of a single-agent-in-a-group and that group assigned to the organisation. Thanks, helped a lot!

    Have a good one! Norman

     

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