Setting reassignment options for groups' solved tickets

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<p id="docs-hc-snippet" style="display: none;">Groupsare collections of team members based on criteria that those team members have in common. When an agent is deleted, downgraded (to an end user, light agent, or contributor), orremoved from a group, their assigned tickets, including solved tickets, should bereassigned.</p>
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<p id="docs-ai-summary-content">You can set automatic reassignment options for solved tickets when agents are deleted, downgraded, or removed. Choose to reassign tickets to an admin, the group, a random team member, or a specific agent. Configure reassignment at the account or group level to match your team's needs, ensuring solved tickets are properly managed without manual intervention.</p>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408886146842#topic_iny_3jg_sz" target="_blank">Groups</a> are collections of team members based on
criteria that those team members have in common. When an agent is deleted, downgraded (to an
end user, light agent, or contributor), or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821536794#topic_ddl_4rs_4nb" target="_blank">removed from a group</a>, their assigned tickets,
including solved tickets, should be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887127450" target="_blank">reassigned</a>.</p>
<p class="p">Admins can turn on automatic reassignment options that determine how departing or downgraded
agents' solved tickets are reassigned. For example, you might want their solved tickets to be
reassigned randomly within a group or to a particular agent. </p>
<p class="p">After turning on solved ticket reassignment options, you can set the default solved ticket
reassignment behavior for all groups in your account. You can also allow reassignment behavior
to be configured per group. Configuring options for each of your groups gives you the
flexibility to choose the reassignment behavior that best suits your groups’ needs.</p>
<p class="p">By setting automatic reassignment options, whether at the account-level or group-level,
departing or downgraded agents' solved tickets are automatically reassigned based on your
selections, and you don't have to manually reassign them.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_cxf_rxv_rr__ul_qjq_pgf_3cc">
<li class="li"><a class="xref" href="#topic_z2c_33f_3cc">Understanding solved ticket reassignment
options</a></li>
<li class="li"><a class="xref" href="#topic_xk2_jhf_3cc">Turning on solved ticket
reassignment</a></li>
<li class="li"><a class="xref" href="#topic_fv5_cjf_3cc">Setting account-level reassignment
options</a></li>
<li class="li"><a class="xref" href="#topic_jyt_nlf_3cc">Setting group-level reassignment
options</a></li>
<li class="li"><a class="xref" href="#topic_u1k_5xv_zcc">Resetting all groups to the account-level
option</a></li>
<li class="li"><a class="xref" href="#topic_x3g_bmf_3cc">Viewing groups' reassignment
options</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_cxf_rxv_rr__ul_dlt_sgf_3cc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Creating groups</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821199258" target="_blank">Managing groups</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_z2c_33f_3cc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding solved ticket reassignment options</h2>
<div class="body">
<p class="p">The original (legacy) behavior for reassigning solved tickets when an agent is deleted,
downgraded to an end user, or removed, is to reassign their solved tickets to the admin
removing them or the longest active team member in the group. On Enterprise plans, this
could also be an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role with permission</a> to manage
group membership.</p>
<p class="p">The longest active team member is the team member with the lowest user ID. This is based on
when their account was created in Zendesk; it is not based on when they were added to the
group or alphabetically by first or last name.</p>
<p class="p">After <a class="xref" href="#topic_xk2_jhf_3cc">turning on solved ticket
reassignment</a>, you can change how a departing agent’s solved tickets are reassigned
with the following options:</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_z2c_33f_3cc__simpletable_tmf_4yv_zcc" summary="">
<col style="width:33.44481605351171%">
<col style="width:66.5551839464883%">
<thead>
<tr class="sthead">
<th class="stentry" id="d88e130" style="vertical-align:bottom;text-align:left;">Reassignment option</th>
<th class="stentry" id="d88e133" style="vertical-align:bottom;text-align:left;">Description</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d88e130" style="vertical-align:top;">To an admin or longest active team member</td>
<td class="stentry" headers="d88e133" style="vertical-align:top;">Reassigns the departing or downgraded agent's solved tickets to the admin,
removing them or the longest active team member in the group. On Enterprise plans, this
could also be an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role with permission</a> to manage group
membership. This option is the same as the original (legacy) behavior.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d88e130" style="vertical-align:top;">Reassign solved tickets to the group without any team member assigned</td>
<td class="stentry" headers="d88e133" style="vertical-align:top;">Reassigns the solved tickets to the group. No particular agent is assigned the
solved tickets.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d88e130" style="vertical-align:top;">Reassign solved tickets to a random team member</td>
<td class="stentry" headers="d88e133" style="vertical-align:top;">Reassigns an agent’s solved tickets to a random agent within the group,
distributing the attribution equally.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d88e130" style="vertical-align:top;">Reassign tickets to selected team member</td>
<td class="stentry" headers="d88e133" style="vertical-align:top;">Reassigns an agent’s solved tickets to a particular agent. This option appears
only at the group level.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d88e130" style="vertical-align:top;">Reassign tickets to the account level setting</td>
<td class="stentry" headers="d88e133" style="vertical-align:top;">Reassigns an agent’s solved tickets based on your account’s default reassignment
behavior. This option appears only at the group level. </td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xk2_jhf_3cc">
<h2 class="title topictitle2" id="ariaid-title3">Turning on solved ticket reassignment</h2>
<div class="body">
<p class="p">An admin or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role</a> with permission to manage
ticket settings must first turn on solve ticket reassignment before you can change your
group reassignment options.</p>
<p class="p"><strong class="ph b" id="topic_xk2_jhf_3cc__docs-internal-guid-3856d4ee-7fff-99c3-ae38-46da424247d1">To turn on solved ticket
reassignment</strong></p>
<ol class="ol" id="topic_xk2_jhf_3cc__ol_msm_4hf_3cc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_xk2_jhf_3cc__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Solved ticket reassignment</strong> to expand it.</li>
<li class="li">Select <strong class="ph b">Turn on solved ticket reassignment</strong>.<p class="p"><img class="image" id="topic_xk2_jhf_3cc__image_ng4_23f_3cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/turn_on_solved_reassign2A.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">You can now set the <a class="xref" href="#topic_fv5_cjf_3cc">account-level reassignment behavior</a> or <a class="xref" href="#topic_g4b_xhf_3cc">turn on the option to configure reassignment options per group</a>.
Make sure you <a class="xref" href="#topic_z2c_33f_3cc">understand what each option
does</a> before making any changes.</p>
If you turn off solved ticket reassignment
after configuring reassignment options for your account or groups, the reassignment
behavior for all your groups will revert back to the original (legacy) behavior. If you
turn solved ticket reassignment back on, though, your previously configured options are
saved and will reactivate.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_g4b_xhf_3cc">
<h3 class="title topictitle3" id="ariaid-title4">Turning on group-level reassignment options</h3>
<div class="body">
<p class="p">An admin or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role</a> with permission to manage
ticket settings must turn on the option to allow reassignment options be configured per
group. When you turn on show solved ticket reassignment, the options appear on each
groups’ admin page.</p>
<div class="note">
<span class="notetitle">Note:</span> You can turn this option on, configure the reassignment behavior for each of your
groups, then turn this option off. The reassignment behavior you configure for each group
persists; however, any new groups you create will inherit your account’s default
reassignment option.</div>
<p class="p"><strong class="ph b" id="topic_g4b_xhf_3cc__docs-internal-guid-66532658-7fff-07da-822a-bfdf21b397e1">To turn on group-level
reassignment options</strong></p>
<ol class="ol" id="topic_g4b_xhf_3cc__ol_xy1_c3f_3cc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_g4b_xhf_3cc__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Solved ticket reassignment</strong> to expand it.</li>
<li class="li">Make sure that <strong class="ph b">Turn on solved ticket reassignment</strong> is selected.</li>
<li class="li">Select <strong class="ph b">Show solved ticket reassignment</strong>.<p class="p"><img class="image" id="topic_g4b_xhf_3cc__image_d2m_rhf_3cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/solved_reassign_show_groupA.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">The reassignment options now appear in each of your groups and
can be configured. You might need to refresh the page for the options to appear when
you navigate to a group's admin page for the first time after turning this
on.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fv5_cjf_3cc">
<h2 class="title topictitle2" id="ariaid-title5">Setting account-level reassignment options</h2>
<div class="body">
<p class="p">An admin or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role</a> with permission to manage
ticket settings can set a default reassignment option for your account. When you select an
option for your account, any new groups you create will follow the set reassignment option.
Your existing groups will continue to follow the original (legacy) reassignment behavior
unless you <a class="xref" href="#topic_u1k_5xv_zcc">reset all groups to the
account-level option</a>. </p>
<p class="p"><strong class="ph b" id="topic_fv5_cjf_3cc__docs-internal-guid-28849eda-7fff-bd22-0f41-fc8128c768fe">To set an account-level
reassignment option</strong></p>
<ol class="ol" id="topic_fv5_cjf_3cc__ol_qrp_2lf_3cc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fv5_cjf_3cc__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Solved ticket reassignment</strong> to expand it.</li>
<li class="li">Make sure that <strong class="ph b">Turn on solved ticket reassignment</strong> is selected.</li>
<li class="li">Click the drop-down menu and select an option.<p class="p"><img class="image" id="topic_fv5_cjf_3cc__image_kcb_3lf_3cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/solved_reassign_account_level2A.png" width="500"></p>
<p class="p">See <a class="xref" href="#topic_z2c_33f_3cc">Understanding
solved ticket reassignment options</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_jyt_nlf_3cc">
<h2 class="title topictitle2" id="ariaid-title6">Setting group-level reassignment options</h2>
<div class="body">
<p class="p">If the <a class="xref" href="#topic_g4b_xhf_3cc">show solved ticket reassignment</a>
option has been turned on, you can configure the reassignment behavior for each of your
groups.</p>
<ol class="ol" id="topic_jyt_nlf_3cc__ol_jc4_rbv_sbc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_jyt_nlf_3cc__d8e689" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Groups</strong>.</span></li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408894175130" target="_blank">Create a new group</a> or select an existing group
from the list to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821199258-Managing-groups#topic_zhr_14b_wqb" target="_blank">edit</a>.</li>
<li class="li">In the <strong class="ph b">Solved ticket reassignment behavior</strong> section, select one of the
options.<p class="p"><img class="image" id="topic_jyt_nlf_3cc__image_zyz_tlf_3cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/groups_solved_tickets_reassignment.png" width="400"></p>
<p class="p">See <a class="xref" href="#topic_z2c_33f_3cc">Understanding
solved ticket reassignment options</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_u1k_5xv_zcc">
<h2 class="title topictitle2" id="ariaid-title7">Resetting all groups to the account-level option</h2>
<div class="body">
<p class="p">An admin or an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role</a> with permission to manage
ticket settings can reset all groups to your account's default reassignment behavior.
Resetting all groups to the account-level reassignment behavior means that any individual
group-level options will no longer apply.</p>
<div class="p">
<strong class="ph b">To reset all groups to the account's default reassignment behavior</strong><ol class="ol" id="topic_u1k_5xv_zcc__ol_qdw_1jw_zcc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_u1k_5xv_zcc__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Select <strong class="ph b">Force all the groups to assume the account level default now</strong>.<p class="p"><img class="image" id="topic_u1k_5xv_zcc__image_kms_gjw_zcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reassign_solved_reset_all_groups.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">Your groups now follow your account's default reassignment
behavior and the reassignment value for each of your groups is updated on the Groups
page.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_x3g_bmf_3cc">
<h2 class="title topictitle2" id="ariaid-title8">Viewing groups’ reassignment options</h2>
<div class="body">
<p class="p">If the <a class="xref" href="#topic_g4b_xhf_3cc">show solved ticket reassignment</a>
option has been turned on, you can view each of your groups’ reassignment behavior from the
Groups page. You can still view this information even if the option for show solved ticket
reassignment is later turned off.</p>
<p class="p"><strong class="ph b">To view your groups’ reassignment options</strong></p>
<ul class="ul" id="topic_x3g_bmf_3cc__ul_htl_gmf_3cc">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_x3g_bmf_3cc__d8e689" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Groups</strong>.</span><p class="p">The
Reassignment Value column displays each group’s reassignment option.</p>
<p class="p"><img class="image" id="topic_x3g_bmf_3cc__image_st2_jmf_3cc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/solved_reassign_group_view.png" width="600"></p>
</li>
</ul>
</div>
</div>
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