Some peculiar behavior with the tickets created from Chat...
Default behavior of Zendesk Support sets the ticket to the *Default Group* of the assignee *after* (not when) the zopim_chat_ended tag is applied.
As a Zendesk Admin, triage and workflow is my #1 purpose. I spent a lot of time setting up Chat and the triggers for tickets it would create within our Support queue.
My question is why, Zendesk, do you undo my work? I feel like I'm in a game of chutes & ladders and I just slid down six levels.
After reporting the issue, I was instructed to create rules that would essentially reverse this behavior, but I set them up as triggers when I should've set them up as automations because the tag fires the action on Zendesks' side, then my trigger fires and tries to fix the problem before the action takes place from Zendesk, so my trigger does nothing and seconds later the Group still changes. :(
I just cannot understand what the logic was behind this decision. If no Group is applied to a ticket, but it is assigned to an agent, then the Group will be the agent's default group, isn't that enough?
Please, this default behavior is unnecessary, it would be wonderful if it wasn't there.
Thank you so much for reading.