I can't reassign a ticket

<h2 id="h_01M1MY30MYRZH5NYGS8D4N85GF">Issue symptoms</h2><p>I can't reassign a ticket. The ticket is stuck with one of my agents or groups.</p><p>When an agent updates the <strong>Assignee</strong> field, the ticket automatically reassigns to the same agent or agent group. I can't update the group or assignee on the ticket.</p><h2 id="h_01M1MY30MYJHSTZY6SRY4X6M2S">Resolution steps</h2><p>In many instances, this issue is a result of a <a href="https://support.zendesk.com/hc/en-us/articles/4408843730458-Triggers-resources" target="_blank" rel="noopener noreferrer">trigger</a> that meets the condition of the ticket. The trigger makes the change automatically upon submitting the ticket to save the changes.</p><p>To pinpoint the trigger likely causing the reassignment, <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates" target="_blank" rel="noopener noreferrer">view the events of a ticket</a> and check the triggers that fired on the ticket during the latest update. Change the properties of the ticket to not meet the conditions of the trigger or update the conditions of the trigger.</p><p>For more information to help you solve this issue, see <a href="https://support.zendesk.com/hc/en-us/articles/4408830993818" target="_blank" rel="noopener noreferrer">Troubleshooting triggers and tickets</a>.</p><p>In other cases, an AI agent is handling or has already handled a ticket. AI agent tickets are read-only while the conversation is handled by the AI agent or a default messaging response. These tickets are read-only and cannot be assigned, edited, or merged.</p><p>You don't need an AI agent active to have AI agent tickets. Any tickets where an end user only received the first automatic response from your Messaging settings will also be classified as an AI ticket. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/9204149016346-Understanding-AI-agent-tickets-for-AI-agent-only-conversations/#topic_rxc_2r1_2gc" target="_blank" rel="noopener noreferrer">Understanding AI agent tickets for AI agent–only conversations</a>.</p><p>An AI agent ticket moves into the <strong>Solved</strong> status when one of the following occurs:</p><ul>
<li data-list-item-id="e4d9b012740b5940963f44565027c701c">4 days have passed since the last response</li>
<li data-list-item-id="e8bc9f419d9e200647752fd70942138ed">The AI agent releases control, which marks the conversation as Solved</li>
<li data-list-item-id="e72a70349556ac65a915a464e2a243fd4">(For third-party bots only) The third-party bot logic deems the conversation resolved</li>
</ul><p>After moving to <strong>Solved</strong>, the ticket then moves into <strong>Closed</strong> status based on the "Close ticket 4 days after status is set to solved" automation, which is the only automation that works on AI agent tickets.</p><!-- AI knowledge DO NOT DELETE --><style>
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</style><div class="ai-only" aria-hidden="true"><details><summary> </summary><h2 id="h_01M1MYPY3SKSS3M83MQ2H4C3E9">Why can't I update the "Assignee" field on a ticket? Why does a ticket automatically reassign to the same agent or team member? How do I fix a ticket stuck with a support person or group?</h2>
<p>A trigger or notification rule often causes this issue by making changes automatically upon ticket submission. To resolve ticket reassignment issues, complete these steps:</p>
<ol>
<li data-list-item-id="edfc7973b64f1ad1175dfb81134226421">View the events of a ticket.</li>
<li data-list-item-id="e056f5a7f967ce4595cac370cab863ee7">Check the triggers that fired on the ticket during the latest update.</li>
<li data-list-item-id="e3e2aa1bb99909fd2800f9665394dcdec">Change the properties of the ticket so it does not meet the trigger conditions, or update the conditions of the trigger.</li>
</ol>
<h2 id="h_01M1MYPY3SJ496NHQ7PDAN7WM9">Can I update an AI agent ticket while a chatbot handles the conversation? Why is an AI agent ticket read-only? Why can't I edit, merge, or reassign a ticket from an end user?</h2>
<p>You cannot assign, edit, or merge AI agent tickets because they are read-only while an AI agent or default messaging response handles the conversation. A ticket also becomes an AI agent ticket if a customer or end user only receives the first automatic response from your <strong>Messaging</strong> settings, even if you do not have an active AI agent.</p>
<h2 id="h_01M1MYPY3S3B3S8SGP10VRA4GH">When does a chatbot ticket move to Solved ticket status? How does an AI agent ticket change to Closed ticket status? What triggers the "Close ticket 4 days after status is set to solved" automation?</h2>
<p>An AI agent ticket moves into <strong>Solved</strong> status when four days pass since the last response, when the AI agent releases control to mark the conversation as solved, or when third-party bot logic deems the conversation resolved. After reaching <strong>Solved</strong> status, the ticket moves into <strong>Closed</strong> status through the <strong>Close ticket 4 days after status is set to solved</strong> automation, which is the only automation or time-based rule that works on AI agent tickets.</p></details></div>