Newly created ticket gets assigned to an agent and I don't know why
RespondidaHello dear community,
I'm trying to troubleshoot an issue in our Zendesk instance where a few tickets are assigned to a specific agent - but I can't find out why that happens.
It's happening when the ticket gets created via incoming e-mail. The very first 'Event' section names the agent assignment. There's no trigger involved, as it looks like (and I also couldn't find any suspicious one).
Does that ring a bell for anyone? Let me know if you'd need some more info regarding that behavior and I'm happy to provide that.
Norman
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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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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 -
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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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. -
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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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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