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Anton de Young

2025년 5월 02일에 편집됨

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      Dainne Kiara Lucena-Laxamana

      Hi 1263169235810 ,

      The tickets would still be assigned to the demoted agent's group:
       

      If open tickets aren't reassigned before the agent is removed, then the tickets are reassigned to the admin removing the agent. If the admin removing the agent isn't a member of the group to which a ticket is assigned, then the ticket is reassigned to the first agent in the group.

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      Simone Pace

      Hi

      I'm pretty sure that tickets were reassigned to the agent's group when demoted. When did this change?

      Thank you

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      Aija

      I try to bulk reassign tickets of an agent who left the team..I go to agen't support page, and "bulk" here is 30 tickets. How can I select more, agent has around 1000 tickets which are not yet closed.. I tried to also make a trigger reassigning the solved tickets of this agent, but it has reassigned whopping 23 tickets in 2 days…there has to be faster ways to do these actions?

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      Alex Zheng

      Hey Victor,
       
      It will depend on whether or not the tickets are solved or closed. If they are closed then the assignee can no longer be changed and thus the historical assignment is preserved as long. If the ticket is just solved then the assignee will get reassigned as the assignee cannot be an end user and it goes through what is described in the article here.

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      Victor Menezes

      I'm running into an issue when downgrading a staff agent to end-user their solved ticket history is reassigned. I thought the historical assignments should have been preserved.

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      Hiedi Kysther

      Hello Achim Schweizer,

      If the agent's profile is deleted, the tickets associated with them will be deleted as well. This is the reason why we don't recommend deleting an agent - instead, we suggest downgrading their profile to an end-user and suspending their access. This way, you won't lose any data and you'll still be able to access their old solved/closed tickets. 

      Hope this helps! 

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      Achim Schweizer

      Tickets neu zuweisen

      Diese Funktion funktioniert nicht für bereits gelöste Tickets. 

      Was passiert, wenn der Agent, der gelöste Tickets bearbeitet hat, gelöscht wird? Sieht man dann dessen Tickets noch? 

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      Christine

      Hi Sydney,

      The first team member is the team member with the lowest user ID, based on when the agent account was created in Zendesk (the oldest active agent account). It is not based on when they were added to the group, or alphabetically by first or last name.

      Hope this clarifies!

      Thanks,
      Christine

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      Sydney Neubauer

      Gabriel Manlapig Thanks for providing that documentation! I do think that should be listed somewhere in this article as it does come into play for offboarding

      I also want to clarify, does that mean the first member mean first Agent in the instance or the first member that was assigned to that group? How can we tell who is first?

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      Gabriel Manlapig

      Hi Sydney,

      It seems this is the documentation that you're looking for - Removing group members

      "If the team member removing the other team member from the group isn't a member of the group, tickets are reassigned to the first team member in the group with an active ID (excluding light agents and agents lacking permissions required to be assigned the tickets)."

      I hope that helps!
       

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