Troubleshooting omnichannel routing issues

<p>If you have problems with your omnichannel routing setup, use this guide to find solutions to common issues.</p><p>This article covers the following topics:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01KNKDSFJ3VX76BAJFV2CA7J20">Review Copilot recommendations</h3></div><div class="panel"><p>If you have the <a href="https://support.zendesk.com/hc/en-us/articles/5608652527386" target="_blank" rel="noopener noreferrer">Copilot add-on</a>, review artificial intelligence (AI) recommendations about your omnichannel routing settings. Copilot flags routing issues and provides systemic recommendations to optimize your operations. For more details, see <a href="https://support.zendesk.com/hc/en-us/articles/9598690362010-Optimizing-your-account-with-admin-copilot-insights-and-recommendations" target="_blank" rel="noopener noreferrer">Optimizing your account with admin copilot insights and recommendations</a>.</p></div><div class="accordion"><h3 id="h_01J9TP0QC3SZVS40ZGRQWQSERA">Omnichannel routing settings not visible in Admin Center</h3></div><div class="panel">
<p>If settings for omnichannel routing don't appear in <a href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank" rel="noopener noreferrer">Admin Center</a>, check whether you meet the <a href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing#topic_zlk_c3p_m5b" target="_blank" rel="noopener noreferrer">requirements</a>.</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 548/928; width: 28.36%;" src="https://support.zendesk.com/hc/article_attachments/11015774879898" alt="Omnichannel routing setting in Admin Center" width="548" height="928"></p>
</div><div class="accordion"><h3 id="h_01J80R0DNYSY8XJD646Y3FW9KP">Abandoned call tickets</h3></div><div class="panel"><p>Abandoned call tickets might appear in your queue with omnichannel routing on. This happens because omnichannel routing creates tickets for calls but doesn't support the <strong>Create tickets for abandoned calls</strong> setting. For a workaround, see <a href="https://support.zendesk.com/hc/en-us/articles/5027246725786-Workflow-recipe-Automatically-closing-tickets-created-by-abandoned-calls" target="_blank" rel="noopener noreferrer">Automatically closing tickets created by abandoned calls</a>.</p></div><div class="accordion"><h3 id="h_01KWXW82STGB03SQ4SY0DA25PP">Skills routing doesn't assign to tickets with omnichannel routing</h3></div><div class="panel">
<p>If skills routing doesn't work, you're likely not using triggers or your trigger conditions aren't set correctly.</p>
<p>To ensure skills routing works:</p>
<ol>
<li data-list-item-id="e2fee01f7f3c7ef6e4c2c5e6c791d92b2">Verify that the skill applies to your tickets</li>
<li data-list-item-id="e41e5079ace591a6eba8bc4bfda3cc4bd">Use <a href="https://support.zendesk.com/hc/en-us/articles/5833458075930-Adding-and-managing-skills-on-tickets#:~:text=skills%20to%20tickets-,Using%20triggers%20to%20add%20skills%20to%20tickets%20(recommended),-When%20omnichannel%20routing" target="_blank" rel="noopener noreferrer">triggers</a> to assign skills to tickets because they can add <a href="https://support.zendesk.com/hc/en-us/articles/5833458075930-Adding-and-managing-skills-on-tickets#:~:text=skills%20to%20tickets-,Using%20triggers%20to%20add%20skills%20to%20tickets%20(recommended),-When%20omnichannel%20routing" target="_blank" rel="noopener noreferrer">skills</a> when tickets are updated as well as when tickets are created</li>
<li data-list-item-id="ebce7a10d042b2c8b99f547fda1715c9c">The skills actions for ticket triggers also let you specify the skill priority for routing</li>
<li data-list-item-id="ee871ae32e4a5ff5f52cd84cee9d2f011">Skills marked as <strong>Required</strong> can't time out and are part of the criteria for routing the ticket to an agent, but optional skills stop being considered for routing when a skills timeout occurs</li>
<li data-list-item-id="e1c63208da3108a36d0039eac5d8af82f">Trigger actions related to skills are available when you've created at least one skill</li>
</ol>
</div><div class="accordion"><h3 id="h_01J9TQ22N0E0NE7H7GDRCB1SAR">Agents get more tickets than their capacity limits</h3></div><div class="panel"><p>Agents may receive more tickets than their allowed capacity. For more information about why this happens, see <a href="https://support.zendesk.com/hc/en-us/articles/5308501814042-My-agent-automatically-gets-assigned-more-tickets-than-their-capacity-allows" target="_blank" rel="noopener noreferrer">My agent automatically gets assigned more tickets than their capacity allows</a>.</p></div><div class="accordion"><h3 id="h_01J9TQ2BBTTV4M7HEXPJ845EW6">Voice tickets don't route to the right groups</h3></div><div class="panel">
<p>When omnichannel routing is off, Voice (formerly Talk) creates tickets after an agent accepts a call. When it's on, the system creates tickets immediately and routes them to available agents before they accept the call. Triggers that run on these Voice tickets can affect routing. Update triggers to exclude Voice channel tickets. Use this condition in your trigger: <strong>Ticket &gt; Channel | Is not | Phone call (incoming)</strong>.</p>
<p><img src="https://support.zendesk.com/hc/article_attachments/11015789938970" alt="Trigger conditions to exclude call tickets" width="579" height="54"></p>
<p>If you <a href="https://support.zendesk.com/hc/en-us/articles/6170157307162-Using-generative-AI-to-create-call-summaries-and-transcripts-on-tickets" target="_blank" rel="noopener noreferrer">use generative AI to create call summaries and transcripts on tickets</a> and also have intelligent triage on, sentiment detection may assign an <a href="https://support.zendesk.com/hc/en-us/articles/4550640560538-Automatically-detecting-customer-intent-sentiment-and-language#topic_fcq_wr2_hgc" target="_blank" rel="noopener noreferrer">intent value</a> that routes the ticket based on a business rule. <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates" target="_blank" rel="noopener noreferrer">Check the events</a> of the ticket to confirm this.</p>
</div><div class="accordion"><h3 id="h_01J9TQ1P09B7DAZJA2YZ5WV0T1">Messaging tickets don't route automatically</h3></div><div class="panel">
<p>If you use custom omnichannel routing queues, messaging tickets route automatically.</p>
<p>If you use the standard omnichannel routing queue, you must assign tickets to a group before they're eligible for omnichannel routing. Adjust or <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466" target="_blank" rel="noopener noreferrer">create triggers</a> to assign groups to messaging tickets. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/5866925319962-Turning-on-omnichannel-routing#topic_asz_ljb_yxb" target="_blank" rel="noopener noreferrer">Requirements for the routing trigger</a>.</p>
<p>A trigger action called <strong>Set routing channel</strong> lets you change a messaging ticket's routing channel to email. When you change the routing channel from messaging to email, add the auto-routing tag to the ticket. Don't use only the <strong>Ticket &gt; End session</strong> action in the trigger. This is incompatible with the <strong>Set routing channel</strong> action, which ends the session and changes the routing channel. After you change the routing channel and add the auto-routing tag, omnichannel routing treats tickets as email tickets and they count toward the agent's email capacity instead of messaging capacity. This manages queue eligibility and balances workloads across channels. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank" rel="noopener noreferrer">About ending messaging sessions</a>.</p>
</div><div class="accordion"><h3 id="h_01M1Q3ZV6A17WKPMMJK7Z6YD79">Messaging tickets route as email tickets</h3></div><div class="panel">
<p>In omnichannel routing, if you don't enable <strong>Count inactive conversations towards agent capacity</strong>, this is expected behavior.</p>
<p>A message session goes "inactive" after 10 minutes of no reply from the end user. The inactive session isn't offered as a live conversation to an agent but instead will route directly to an agent. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4828787357210-Managing-your-omnichannel-routing-configuration#:~:text=only%20active%20messaging%20tickets%20are%20counted%20towards%20capacity%20and%20offered%20to%20agents%20through%20the%20Accept%20button.%20Inactive%20messages%20are%20automatically%20assigned%20to%20a%20previously%2Doffered%20agent%20or%20other%20available%20agent" target="_blank" rel="noopener noreferrer">Managing your omnichannel routing configuration</a>.</p>
</div><div class="accordion"><h3 id="h_01J80RG9RWQ6JH5E2D6PZB03Q9">Unavailable settings and functions</h3></div><div class="panel">
<p>Omnichannel routing offers a unique experience, but some settings aren't available. Compare your missing settings to the known limitations in <a href="https://support.zendesk.com/hc/en-us/articles/4409149119514#topic_zlk_c3p_m5b" target="_blank" rel="noopener noreferrer">Requirements and limitations of omnichannel routing</a>.</p>
<div class="note">
<strong>Note:</strong> <a href="https://support.zendesk.com/hc/en-us/articles/5866925319962" target="_blank" rel="noopener noreferrer">Omnichannel routing</a> is the default routing experience for all new and trial customers of Zendesk Suite created on or after December 11, 2024.</div>
<p><strong>Tip:</strong> If you created custom omnichannel queues, set up a dashboard for live data on routing performance with this recipe <a href="https://support.zendesk.com/hc/en-us/articles/7217081202714-Explore-recipe-Reporting-on-custom-omnichannel-queue-performance" target="_blank" rel="noopener noreferrer">Reporting on custom omnichannel queue performance</a>.</p>
</div><div class="accordion"><h3 id="h_01KT46PC2JN7BW4X6543SDH7YD">Other issues and expected behaviors</h3></div><div class="panel">
<h3 id="h_01M1Q2RXXKSZ8QZQGX3QFRCT55">Round robin treats offers as assignments. This results in an uneven distribution if agents don't accept</h3>
<ul><li data-list-item-id="efeaecfe4a188a670b8efa7fed4f1aa3e">If there's a large discrepancy among some agents, interview your agents to understand why they don't accept the offers they receive</li></ul>
<h3 id="h_01M1Q3ZV6AK4B6WA7RVPM2JDSQ">Error: Conversation accept error</h3>
<ul><li data-list-item-id="e11a34516c37a9783058fff2001d5957b">See <a href="https://support.zendesk.com/hc/en-us/articles/9836138605210-Error-Conversation-accept-error-The-conversation-was-not-accepted-as-it-may-no-longer-be-valid" target="_blank" rel="noopener noreferrer">Error: Conversation accept error The conversation was not accepted as it may no longer be valid</a>
</li></ul>
<h3 id="h_01M1Q3ZV6AKQGJSV0KWVK4TZTR">Omnichannel serves tickets from lower priority queue first</h3>
<ul>
<li data-list-item-id="e28d3b0e0c7230e8d6492d5f7510c5d99">Check the <a href="https://support.zendesk.com/hc/en-us/articles/4408828001434-Viewing-the-audit-log-for-changes-to-your-account" target="_blank" rel="noopener noreferrer">Audit log</a> to see if a queue's order was reordered by an admin around the time of ticket assignment</li>
<li data-list-item-id="ef08c29f59f073e750cdc7becb153596d">Check if you have multiple queues at the same priority level. If you have the same priority setting for two queues and those queues each have a ticket, it may select the ticket closest to an SLA breach from the second queue lower on the queues list. To resolve this, select a different priority level to differentiate the priority of the two queues.</li>
</ul>
<h3 id="h_01M1Q2S2BNRT948R0RN58P8F25">Tickets leave a custom queue after a ticket update if they no longer meet the queue conditions</h3>
<ul><li data-list-item-id="e1de081a1d142733ea6e14782da2ac7b9">Ensure the conditions of the desired queue meet the ticket features for every expected subsequent ticket update. For example, remove the condition <strong>Ticket is created</strong>.</li></ul>
<h3 id="h_01M1Q2S5HVZ0TPBQXQDGRM7006">Updates in the queue setup don't apply to tickets that are already in the queue</h3>
<ul><li data-list-item-id="ed67a5bd07bd602f20ced313c68be4e92">Tickets follow the queue configuration at the time they joined it</li></ul>
<h3 id="h_01M1Q2SQ5T0CY1QY4DBF2SND66">Omnichannel routing (OCR) offers newer tickets first if service level agreement (SLA) prioritization is active</h3>
<ul><li data-list-item-id="e0fbfb2b1cfdb959cc8d7840d55aad720">Ensure tickets have an active target at all times, deactivate SLA prioritization, or use custom queues. Custom queues priority takes precedence over SLAs. This lets older tickets join a higher priority queue based on the use case.</li></ul>
<h3 id="h_01M1Q2SVG25HG6HFYC6KNP9Y51">OCR only routes tickets without an assignee</h3>
<ul><li data-list-item-id="e2b38a4d22322e7d43c1630f158f7c493">If a group contains only one agent, a system ticket rule assigns the ticket to that agent when the ticket lands in the group. Review the ticket events to confirm if this event took place immediately after ticket creation.</li></ul>
<h3 id="h_01M1Q2SZ2ZJ41R8NHDK4PEJWC3">OCR routes tickets unevenly among agents due to higher priority skills</h3>
<ul><li data-list-item-id="eaf3ea46da569ff3b3389c2a32222d19d">Ensure an admin assigns the correct skills to all agents</li></ul>
<h3 id="h_01M1Q2T2WBSB1VJW7ZS76BSN8V">Brand memberships prevent assignments</h3>
<ul><li data-list-item-id="edb2df7824d1da975e5e165ff8e6190be">Ensure an admin assigns the correct brands to all agents</li></ul>
<h3 id="h_01M1Q2T848D0436VYXHFBH6KVM">OCR doesn't offer Voice and messaging tickets to secondary groups of a custom queue if an agent is available in the primary group but doesn't accept the ticket</h3>
<ul><li data-list-item-id="e8322be472eb2cc318cb4382741f866ac">Agents must set themselves to <strong>Away</strong> or <strong>Offline</strong> whenever they aren't available to take tickets</li></ul>
<h3 id="h_01M1Q2TCEWRJADNDYJ8AXCF8Z9">OCR doesn't assign reopened tickets to agents with <strong>Online</strong> status</h3>
<ul><li data-list-item-id="e7eaafc8727577613ce301ac310f14b70">OCR reassigns reopened tickets based on the agent status of the current assignee. Ensure you select the agent status that the reopened ticket becomes unassigned from.</li></ul>
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</style><div class="ai-only" aria-hidden="true"><details><summary> </summary><h2 id="h_01M1Q5FPFZDTDHE03GXW7T1WHA">What is Copilot in omnichannel routing? How do Copilot recommendations optimize routing settings?</h2>
<p>Copilot or AI Assistant flags routing issues and provides systemic recommendations. Use these artificial intelligence insights to optimize your account operations and routing settings.</p>
<h2 id="h_01M1Q5FPFZZY7MXZWS1F9ZWBR1">Why are omnichannel routing settings not visible in Admin Center? Can you access omnichannel routing settings without meeting requirements?</h2>
<p>Omnichannel routing settings do not appear in <strong>Admin Center</strong> if your account does not meet system requirements. Check your account requirements to make these settings visible.</p>
<h2 id="h_01M1Q5FPFZBXHP7Z28DA10JGGG">Is omnichannel routing the default routing experience for new accounts? When did omnichannel routing become default for Zendesk Suite trial accounts?</h2>
<p>Yes. Omnichannel routing is the default routing experience for all new and trial accounts of Zendesk Suite created on or after December 11, 2024.</p>
<h2 id="h_01M1Q5FPFZ8ADB3RX8KR2ZPRCE">Why do abandoned call tickets appear in the queue? Does omnichannel routing support creating tickets for abandoned calls?</h2>
<p>Omnichannel routing creates tickets for calls but does not support the <strong>Create tickets for abandoned calls</strong> setting. Automatically close tickets created by abandoned calls to manage these queue items.</p>
<h2 id="h_01M1Q5FPFZ9RFEM6QQXPAK164F">Why does skills routing fail to assign tickets with omnichannel routing? How do you troubleshoot skills routing for tickets?</h2>
<p>Skills routing fails if you do not use triggers or if trigger conditions contain errors. Follow these steps to ensure skills routing works:</p>
<ol>
<li data-list-item-id="e4ce1a2a406249253e2c87d2e5f298a84">Verify that the skill applies to your tickets.</li>
<li data-list-item-id="e8e89eefad570aa71c384d8ada58c96b5">Use triggers or notification rules to assign skills when tickets are created or updated.</li>
<li data-list-item-id="e13d49d1bcb6b2b2fd10457279cf4bc95">Specify skill priority for routing within ticket trigger skill actions. Note that skill actions become available after you create at least one skill.</li>
<li data-list-item-id="ed5b771edf3ca705696617aeabdffdee1">Set skills to <strong>Required</strong> if they must not time out, or use optional skills which stop routing consideration when a skills timeout occurs.</li>
</ol>
<h2 id="h_01M1Q5FPFZNT5TNTA5981YT7E0">Why do agents receive more tickets than their capacity limits? Can an assignee automatically get extra tickets over capacity?</h2>
<p>An agent or assignee receives more tickets than allowed capacity limits based on system assignment rules and conversation status settings.</p>
<h2 id="h_01M1Q5FPFZW1JCV6SVTMNT727E">Why do Voice tickets route to the wrong groups? How do you prevent phone call tickets from routing to incorrect agent teams?</h2>
<p>When omnichannel routing is on, the system creates tickets instantly and routes them to available agents before they accept calls. Triggers that run on these Voice tickets affect routing. Update triggers to exclude Voice channel tickets using this condition:</p>
<p><strong>Ticket</strong> <strong>Channel</strong> | <strong>Is not</strong> | <strong>Phone call (incoming)</strong></p>
<h2 id="h_01M1Q5FPFZ9KCKEH3QS09VP0E8">How does generative AI affect Voice ticket routing? Can sentiment detection route phone tickets based on intent?</h2>
<p>If you use generative AI to create call summaries and transcripts on tickets alongside intelligent triage, sentiment detection can assign an intent value that routes the ticket based on a business rule. Review ticket events to confirm this behavior.</p>
<h2 id="h_01M1Q5FPFZVDX61X8AKKD7YGS5">Why do messaging tickets fail to route automatically? Do messaging tickets route automatically in standard omnichannel queues?</h2>
<p>Messaging tickets route automatically in custom omnichannel queues. In standard omnichannel queues, you must assign tickets to a group or team before omnichannel routing processes them. Create or adjust triggers to assign groups to messaging tickets.</p>
<h2 id="h_01M1Q5FPFZM37JEJD2Q5MBES7D">How do you change a messaging ticket routing channel to email? How does the Set routing channel trigger action work?</h2>
<p>Use the trigger action <strong>Set routing channel</strong> to change a messaging ticket routing channel to email. Observe these guidelines:</p>
<ol>
<li data-list-item-id="ec01eb38a9d61a717fd6ba73ad7fc6501">Add the <code>auto-routing</code> tag to the ticket when changing the channel.</li>
<li data-list-item-id="ee05c138516d6683c6a780912eeef577a">Do not use only the <strong>Ticket</strong> <strong>End session</strong> action in the trigger, because it is incompatible with <strong>Set routing channel</strong>.</li>
</ol>
<p>After changing the channel and adding the tag, omnichannel routing treats tickets as email tickets and counts them toward agent email capacity instead of messaging capacity.</p>
<h2 id="h_01M1Q5FPFZWM64J6BRPSGJRH11">Why do messaging tickets route as email tickets? What happens when messaging conversations become inactive after 10 minutes?</h2>
<p>Messaging tickets route as email tickets if you do not enable <strong>Count inactive conversations towards agent capacity</strong>. A messaging session becomes inactive after 10 minutes without a customer or end user reply. Inactive sessions do not offer as live conversations to an agent, but route directly to an agent instead.</p>
<h2 id="h_01M1Q5FPFZ55PJH1W7RH3FH67D">How do you report on custom omnichannel queue performance? Can you track live routing performance data in Explore?</h2>
<p>Set up a dashboard in Explore or reporting to view live data on custom omnichannel routing queue performance.</p>
<h2 id="h_01M1Q5FPFZE38JNF1G3T7899SZ">Why does round robin distribute tickets unevenly among agents? How does round robin process ticket offers?</h2>
<p>Round robin treats offers as assignments, which creates uneven ticket distribution if agents reject or fail to accept offers. Interview your agents or support team to understand why they do not accept received offers.</p>
<h2 id="h_01M1Q5FPFZW1RNKB1PDH5WMDG8">What causes the "Conversation accept error"? Why does Zendesk show "The conversation was not accepted as it may no longer be valid"?</h2>
<p>The error "Conversation accept error" occurs alongside the message "The conversation was not accepted as it may no longer be valid" when an agent tries to accept an offer that is no longer valid or available.</p>
<h2 id="h_01M1Q5FPFZ0885GPX22TN80EE6">Why does omnichannel routing serve tickets from a lower priority queue first? How do you resolve priority queue routing conflicts?</h2>
<p>Omnichannel routing serves lower priority queue tickets first if an admin reorders queue priority in the <strong>Audit log</strong> or if two queues share the same priority level (which selects the ticket closest to an SLA breach from the lower queue). Resolve this issue with these steps:</p>
<ol>
<li data-list-item-id="e7b06ccecebd83c8a0097849d8ef26b81">Check the <strong>Audit log</strong> to see if an admin reordered queue priority around the ticket assignment time.</li>
<li data-list-item-id="e9c30de6709434fa7b15c77f8210f9b70">Select a different priority level for each queue to differentiate queue priorities.</li>
</ol>
<h2 id="h_01M1Q5FPFZFGCZ3VBRNS9P6WTK">Why do tickets leave a custom queue after a ticket update? How do ticket updates affect custom queue eligibility?</h2>
<p>Tickets leave a custom queue upon update if they no longer meet queue conditions. Ensure conditions meet ticket features for every subsequent update, such as removing the condition <strong>Ticket is created</strong>.</p>
<h2 id="h_01M1Q5FPFZTBY0DYXG3MMPHP2T">Do queue setup updates apply to tickets already in the queue? How do queue configuration changes affect existing queued tickets?</h2>
<p>No. Updates in queue setup do not apply to tickets already in the queue. Tickets follow the queue configuration active at the time they join the queue.</p>
<h2 id="h_01M1Q5FPG0GH5GBVW551FQC0F0">Why does omnichannel routing offer newer tickets first instead of older tickets? How does SLA prioritization affect omnichannel ticket queue order?</h2>
<p>Omnichannel routing offers newer tickets first when SLA (Service Level Agreement) prioritization is active. Resolve this issue using one of these options:</p>
<ol>
<li data-list-item-id="ee295db565e9b04bfd33d22a7b6b0190c">Ensure tickets maintain an active SLA target at all times.</li>
<li data-list-item-id="e2854c793d5acbeebbe61ad9c1c228c52">Deactivate SLA prioritization.</li>
<li data-list-item-id="ef106c4f626f5be6ca20611145d569917">Use custom queues, because custom queue priority takes precedence over SLAs and lets older tickets join a higher priority queue.</li>
</ol>
<h2 id="h_01M1Q5FPG0WJ41TZS00NTVFKP2">Does omnichannel routing route assigned tickets? Why does a single-agent group assign tickets immediately?</h2>
<p>Omnichannel routing only routes tickets that do not have an assignee or agent. If a group or team contains only one agent, a system ticket rule assigns the ticket to that agent when the ticket lands in the group. Check ticket events to confirm this assignment.</p>
<h2 id="h_01M1Q5FPG0GE6M4589GB119VRG">Why does omnichannel routing distribute tickets unevenly due to skills? Why do brand memberships prevent ticket assignments?</h2>
<p>Uneven distribution occurs when agents lack assigned higher priority skills or correct brand memberships. Have an admin assign correct skills and brand memberships to all agents.</p>
<h2 id="h_01M1Q5FPG0046TEPWC4MKGD1YF">Why does omnichannel routing fail to offer Voice and messaging tickets to secondary groups? Do secondary queue groups receive tickets if primary agents do not accept them?</h2>
<p>Omnichannel routing does not offer Voice and messaging tickets to secondary groups of a custom queue if an agent is available in the primary group but does not accept the ticket. Agents must set their status to <strong>Away</strong> or <strong>Offline</strong> whenever they are unavailable.</p>
<h2 id="h_01M1Q5FPG0R5A650QWQVW0SX64">Why does omnichannel routing fail to assign reopened tickets to online agents? How does agent status affect reopened ticket reassignment?</h2>
<p>Omnichannel routing reassigns reopened tickets based on the agent status of the current assignee. Select the agent status that the reopened ticket becomes unassigned from in your settings.</p></details></div>