Why are my tickets automatically routed to a specific agent?

Question

Why are tickets automatically routed to my agent? Omnichannel routing is turned off and no app is assigning tickets.

Answer

There might be multiple causes to a ticket assigned to an agent:

An app assigns tickets

In the ticket events, verify if an app assigned the ticket.

If an app assigned the ticket, you can stop the behavior by following one of these steps:

Adjust the app settings, find the app developer and verify the options

Or deactivate the app

The ticket group contains only one agent or other agents in the group are all light agents or contributors

Without omnichannel routing or an app, Zendesk may automatically assign tickets to an agent due to this system ticket rule:

If the ticket group contains only one agent

Or if all other agents in the group are all light agents or contributors

To avoid this behavior:

Add another agent to your group.

Or don't assign that group to your tickets.

Omnichannel routing queues

The purpose of omnichannel routing is to assign tickets. With omnichannel routing queues:

If a messaging ticket was automatically assigned to an agent, the ticket may have been created in the group that the agent belonged to that group.

Omnichannel routing assigns messaging tickets based on group membership without requiring a routing tag.

Tag-based routing applies to email-channel tickets.

To avoid routing messaging tickets automatically with omnichannel routing queues, consider one of these options:

Create a group with no agent > In the Queues settings, route messaging tickets to that group

Change the ticket channel from messaging to email with the actions of a trigger

Create a separate capacity rule for specific agents and set the default capacity to zero

Warning: Other agents using that rule would also receive no tickets.

Note: When the system assigns a New ticket to an agent, the ticket status changes to Open.