Ticket reassignment is causing issues with analytics and reporting

Issue symptoms

Ticket reassignment from one agent to another confuse analytics and reports. The ownership history changes and impacts how the system measures agent performance.

When an agent leaves the organization or no longer has access to Zendesk, ticket reassignment is important because it affects reports and workflow continuity.

Resolution steps

As a general rule, to avoid reporting issues after ticket reassignment:

Reassign tickets assigned to an agent that you delete or downgrade to an end user according to your team’s workflow

You can configure reassignment options. When you delete or downgrade an agent, the system reassigns the tickets based on the configured rules.

If you don’t want to reassign the tickets right away because it affects analytics, you can suspend the agent as a temporary workaround. Suspended agents cannot sign in, which keeps the ticket assignment intact.

However, remember that you must reassign the tickets of the deleted or downgraded agent before the procedure