Workflow: How to prevent agents from reassigning tickets to other agents

<p>Use triggers to prevent ticket reassignment between agents. Follow these steps:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01HXY1BFCAPEN08R87P7ENG6TS">To create the trigger:</h3></div><div class="panel"><ol>
<li data-list-item-id="ee290d01abb3fde032f0be80261faca0d">Open Admin Center and navigate to <strong>Objects and Rules</strong> &gt; <strong>Business Rules</strong> &gt; <strong>Triggers</strong>. Create a new <a href="https://support.zendesk.com/hc/en-us/articles/4408886797466-Creating-triggers-for-automatic-ticket-updates-and-notifications" target="_blank" rel="noopener noreferrer">trigger</a>.</li>
<li data-list-item-id="ef9944e082ea981738b274facd10df90b">Enter a title for the trigger and select a <a href="https://support.zendesk.com/hc/en-us/articles/4408834781594-Creating-categories-to-organize-ticket-triggers" target="_blank" rel="noopener noreferrer">ticket category</a>
</li>
<li data-list-item-id="ea4680a3f4fc54e24c36b9563580bc8ed">Under <strong>Meet ALL of the following conditions</strong>, add these conditions: <strong>Object &gt; Ticket &gt; Ticket | Is | Updated</strong> and <strong>Object &gt; Ticket &gt; Assignee | Changed from | (current user)</strong>
</li>
<li data-list-item-id="ee65d42af6d3c94cdac2f89df13375d6e">Add these actions: <strong>Object &gt; Ticket &gt; Assignee | Is | (current user)</strong> and <strong>Ticket &gt; Internal note</strong>. In the internal note, include information for the agent about the proper way to reassign a ticket, such as with macros.</li>
<li data-list-item-id="e8fc4aba799f2318a157e8f7ad3c56cb3">Click <strong>Create trigger</strong><br><img src="https://support.zendesk.com/hc/article_attachments/10579545535514" alt="Ticket trigger with internal note" width="1517" height="1602">
</li>
</ol></div><div class="accordion"><h3 id="h_01HXY1GYQDRZ3V1Y2A1VJXG88P">Understand trigger recursion prevention</h3></div><div class="panel">
<p>Does this trigger create an infinite loop?</p>
<p>No, because the trigger engine in Zendesk includes built-in recursion prevention that stops repeated trigger execution on updates. When this trigger reassigns the ticket back to the original agent, that assignment change doesn't trigger the same trigger.</p>
<p>Keep these points in mind:</p>
<ul>
<li data-list-item-id="e7d33001a2cde5171ca296c38254391ad">Other triggers that fire on assignment changes still run</li>
<li data-list-item-id="e61acbd2a0d621ca4ac844a0cd5540936">Third-party integrations or webhooks create additional updates</li>
<li data-list-item-id="e731a8ae499c23cc0ebb25c5d7bee550e">Test complex trigger chains thoroughly</li>
</ul>
</div><div class="accordion"><h3 id="h_01KPRQ1GHFBVHVKQHG6VQVKK80">To test the trigger:</h3></div><div class="panel">
<p>Test the trigger in the Zendesk Agent Workspace to confirm it works when an agent attempts to reassign a ticket. Check the ticket <a href="https://support.zendesk.com/hc/en-us/articles/4408829602970-Viewing-all-events-for-ticket-updates" target="_blank" rel="noopener noreferrer">events</a> to see if the trigger fired.</p>
<figure><p><img src="https://support.zendesk.com/hc/article_attachments/10579532865178" alt="Example GIF to show how to use ticket events to check for the trigger" width="1334" height="754"></p></figure>
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