Announcing the ability to reassign open tickets with omnichannel routing when an agent's status changes

Announced on | Rollout starts | Rollout ends
April 8, 2025 | April 8, 2025 | April 21, 2025

Zendesk is excited to announce the ability to configure omnichannel routing to reassign an agent's open tickets when they enter specified statuses, such as at the end of their shift.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Previously, omnichannel routing only supported the reassignment of tickets that were re-opened while an agent was in specified statuses. Now, it's possible to reassign tickets that are already open when an agent's status changes to a specified status, such as when they sign off at the end of their shift.

Admins can configure omnichannel routing to automatically reassign up to 50 of an agent's most-recently worked on open email and messaging tickets. When configuring this workflow, admins can specify which unified agent statuses should result in the reassignment of open tickets as well as which ticket priorities should be reassigned.

See Reassigning open email and messaging tickets.

Why is Zendesk making this change?

This feature is a direct result of customer feedback. Zendesk recognizes that admins need automated workflows that help them avoid making actively engaged end users wait for agents to come back on shift. This new setting is one more way omnichannel routing can help you meet your SLAs and resolution time KPIs.

What do I need to do?

This feature is being rolled out to all accounts with omnichannel routing. To turn on and configure the reassignment of open tickets, edit your routing configuration.