I can't reassign a ticket

Issue symptoms

I can't reassign a ticket. The ticket is stuck with one of my agents or groups.

When an agent updates the Assignee field, the ticket automatically reassigns to the same agent or agent group. I can't update the group or assignee on the ticket.

Resolution steps

In many instances, this issue is a result of a trigger that meets the condition of the ticket. The trigger makes the change automatically upon submitting the ticket to save the changes.

To pinpoint the trigger likely causing the reassignment, view the events of a ticket 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.

For more information to help you solve this issue, see Troubleshooting triggers and tickets.

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.

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 Understanding AI agent tickets for AI agent–only conversations.

An AI agent ticket moves into the Solved status when one of the following occurs:

4 days have passed since the last response

The AI agent releases control, which marks the conversation as Solved

(For third-party bots only) The third-party bot logic deems the conversation resolved

After moving to Solved, the ticket then moves into Closed 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.