Josie Cramer

I’ve enabled the Follow-ups feature in Zendesk, which is supposed to copy the original assignee and group to follow-up tickets. It sets the follow-up ticket's assignee and group (if not already set) to the original ticket's assignee and group.

However, I’ve noticed an issue: when agents are out of office, the follow-up tickets are not being reassigned automatically. Has anyone else encountered this?

After reviewing the documentation, I saw a note that this feature may not work properly if the Zendesk OOO app is installed and the Force Unassign Tickets checkbox is enabled.

My questions:

1. If I uncheck the Force Unassign Tickets option, will it cause any issues elsewhere?
2. Do I also need to uncheck the Prevent Assignment option for follow-ups to work correctly?

Any guidance or tips would be greatly appreciated!

Hello!

We have had Five9 integrated for years. Our process is -  if a new call comes in through Five9 - Zendesk will automatically create a new “phone” ticket, once the call ends the call data automatically gets stored into the phone ticket.

Recently our agents have noticed their call data merging into an incorrect ticket that is not related to the call at all. Has anyone else seen this, or know how to correct it?