Why do tickets auto-assign to one group?

<h2 id="h_01HBBWWZGSFZGSGGRNGTZDEQ38">Issue symptoms</h2><p>Why do my incoming tickets auto-assign to one <a href="https://support.zendesk.com/hc/en-us/articles/4408894175130-Creating-managing-and-using-groups" target="_blank" rel="noopener noreferrer">group</a> or agent? Why do my tickets route to a group without my involvement? Why was my ticket assigned without a trigger or automation event?</p><h2 id="h_01HBBWWZGSRX3414VDXK593ZGX">Resolution steps</h2><p>A ticket might auto-assign to a group for several reasons:</p><h4 id="h_01M1KSV49HTJMZCKSY1HHJ9HBX">If you only have one group set up in your account, all tickets assign automatically to the group</h4><ul>
<li data-list-item-id="e337999054e7ef9215b86a8a31dd7f912">To prevent this, create a second group to ensure you have more than one group in your account.</li>
<li data-list-item-id="ef1e52ee3df5bf532182c48996dd48162">This workaround doesn't work if you only have one agent in your account, tickets will keep being assigned since there's only one agent.</li>
</ul><p>For more information, see: <a href="https://support.zendesk.com/hc/en-us/articles/4408894213018-About-the-inborn-system-ticket-rules" target="_blank" rel="noopener noreferrer">About the standard system ticket rules</a>.</p><h4 id="h_01M1KSVZM5ZPXFT31RJXC5B1GK">If you have multiple groups set up in your account, the auto-assignment may have different causes</h4><h5 id="h_01M1KSYFJHSYYH2GG8KHHM4VYJ">An automation or a trigger could be auto-assigning the ticket to a specific group</h5><ul>
<li data-list-item-id="e2d65105ccc2890faf7fcc9b1c0dc6a69">To find out if a business rule is the cause, open your <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-of-a-ticket" target="_blank" rel="noopener noreferrer">ticket events</a> and look for the words automation or trigger at the time the ticket was assigned to identify a possible root cause.</li>
<li data-list-item-id="e74222e2faf44869a6ccd78031e986804">You'll need to either change the conditions of your automation or trigger to exclude tickets you do not wish to auto-assign, or consider deactivating your automation or trigger.</li>
</ul><h5 id="h_01M1KSZ00Y7JMYHGW1N5A2F5BN">You may have set up organization mapping</h5><p>With <a href="https://support.zendesk.com/hc/en-us/articles/4408882246298-Creating-managing-and-using-organizations#topic_cfj_gfn_bc" target="_blank" rel="noopener noreferrer">organization mapping</a>, if there is a group selected in the <strong>Group</strong> field, all new tickets submitted by users who are part of the organization are automatically assigned to this specific group.</p><ul><li data-list-item-id="ee59be17cd59c4a0a647b77c0280f2460">To avoid auto-assignment to a group for an organization, set the value of the <strong>Group</strong> field to null in the <a href="https://support.zendesk.com/hc/en-us/articles/4408882246298-Creating-organizations" target="_blank" rel="noopener noreferrer">organization</a>.<br><img class="wysiwyg-image-resized" style="aspect-ratio: 676/153; width: 67.95%;" src="https://support.zendesk.com/hc/article_attachments/10878340763802" alt="The organization mapping settings in the UI" width="676" height="153">
</li></ul><h4 id="h_01M1KTW0NAK4TVW2PJGJDWE6Q8">If an agent is currently restricted to only accessing tickets from within their groups</h4><p>Tickets created from emails forwarded from agents on behalf of end users are automatically assigned to the agent's default group.</p><ul><li data-list-item-id="e25ff68c32408b61f301ac0603c1d0971">To prevent this behavior, either change the <strong>Access</strong> field for the <a href="https://support.zendesk.com/hc/en-us/articles/4408824375450-Setting-roles-and-access-in-Zendesk-Admin-Center#topic_qbd_jjy_lkb" target="_blank" rel="noopener noreferrer">agent profile</a> in Support or, if you're on an Enterprise plan, ensure the <a href="https://support.zendesk.com/hc/en-us/articles/4408832292506-Managing-custom-roles" target="_blank" rel="noopener noreferrer">role</a> assigned to the agent allows the agent to access tickets from outside their group.</li></ul><!-- AI knowledge DO NOT DELETE -->
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<details>
<summary></summary>
<h2 id="h_01M1KTTD7F6DT01TSTDAGPMXXX">
Why do incoming tickets auto-assign to a group? Why does my help
desk automatically route tickets to a team?
</h2>
<p>
Zendesk automatically assigns all incoming tickets to your default
group or team if your account contains only one group. Create
a second group to stop standard system ticket auto-assignment
across your account.
</p>
<h2 id="h_01M1KTTD7FDAS5QF4B9MHKZ4ZV">
Can I stop ticket auto-assignment if I have only one agent? Why
do tickets keep assigning to my agent after creating a second
group?
</h2>
<p>
You cannot stop ticket auto-assignment if your account contains
only one agent seat or support team member. The system continues
to assign tickets to your sole agent regardless of how many groups
you create.
</p>
<h2 id="h_01M1KTTD7F0XV8KWAYS6FMRXP1">
How do I check if a trigger or automation assigns my ticket?
Why does an auto-reply or time-based rule route tickets to a
group?
</h2>
<p>
Business rules can assign tickets upon creation or update. To
identify and stop rule-based ticket routing, follow these steps:
</p>
<ol>
<li>Open the ticket events to review assignment history.</li>
<li>
Look for an auto-reply trigger or time-based automation rule
recorded at the assignment time.
</li>
<li>
Edit the conditions of the trigger or automation to exclude
specific tickets, or deactivate the business rule entirely.
</li>
</ol>
<h2 id="h_01M1KTTD7G1C38V9850TMNZ1YK">
Why do tickets from a customer account auto-assign to a group?
How do I stop organization mapping from routing tickets?
</h2>
<p>
When you select a team in the <strong>Group</strong> field of
an organization or company profile, Zendesk automatically routes
all new tickets from end users in that customer account to that
team. To stop auto-assignment, set the <strong>Group</strong>
field value to null in your organization settings.
</p>
<h2 id="h_01M1KTTD7GB0HN40WR0QFG3RM2">
Why does a forwarded email auto-assign to an agent default group?
How do restricted agent permissions affect ticket routing?
</h2>
<p>
If an agent restricted to viewing tickets within their assigned
groups forwards an email on behalf of an end user or customer,
Zendesk automatically assigns the generated ticket to that agent
default group.
</p>
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