Let me choose the behavior of tickets when un-assigning an agent from a group

3 Comentarios

  • Tom Dupuche
    Zendesk Product Manager

    Hi @..., thanks for your feedback.

    As per my other reply here https://support.zendesk.com/hc/en-us/community/posts/4403856139034-Allow-me-to-Bulk-Update-Agent-Groups

    Let's discuss this one when we catch up so I can understand a bit more context.


    Tom Dupuche

    Senior Product Manager - Staff/team management


  • Dan Cooper
    Community Moderator

    I like the simple proposal by CJ Johnson above to roll the assignee to the same user in their default group.  It's probably the default that Zendesk should apply here over selecting a potentially unrelated agent.  

    I had this scenario come up today and in our case, we would have preferred to keep the group, but we would have liked more precision for how the assignee was chosen.  It would be nice if there was a popup that informed us that the assignee will change for tickets by removing the user from the group and provided us with options: 

    • Select another group member as the assignee for all tickets
    • Move tickets to this user's default group
    • Unassign unsolved tickets into the group and close solved tickets
    • Cancel and take me to a list of impacted tickets so I can manually handle

    This might be a lot for a popup, but even having these options as an option from Admin center gives a lot of flexibility for default handling. 

  • Sydney Neubauer

    +1 to this functionality. I really like Dan Cooper's suggestion. 

    We run into this all of the time within our instance and it is becoming a major pain point as it is an easy step to forget. If the ticket randomly gets assigned (let's face it, you don't know who the oldest person in the group is as it can change - it might as well be random at this point), it can go into a closed state and then we can't edit it and that mistake will forever show in reporting.

    Atleast having a warning stating there are assigned tickets to this user that will be re-assigned will remind our team to reassign those tickets. Merging tickets gets a warning and so should this


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