Setting reassignment options for groups' solved tickets

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Set automatic reassignment options for solved tickets when agents leave or change roles. Choose to reassign tickets to an admin, a random team member, or a specific agent. Configure these settings at the account or group level to ensure continuity and reduce manual workload. This flexibility helps you maintain efficient ticket management and adapt to your team's needs.




Groups 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 removed from a group, their assigned tickets,
including solved tickets, should be reassigned.
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.
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.
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.
This article contains the following topics:
Understanding solved ticket reassignment
options
Turning on solved ticket
reassignment
Setting account-level reassignment
options
Setting group-level reassignment
options
Resetting all groups to the account-level
option
Viewing groups' reassignment
options


Related articles:
Creating groups
Managing groups




Understanding solved ticket reassignment options

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 agent in a custom role with permission to manage
group membership.
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.
After turning on solved ticket
reassignment, you can change how a departing agent’s solved tickets are reassigned
with the following options:





Reassignment option
Description




To an admin or longest active team member
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 agent in a custom role with permission to manage group
membership. This option is the same as the original (legacy) behavior.


Reassign solved tickets to the group without any team member assigned
Reassigns the solved tickets to the group. No particular agent is assigned the
solved tickets.


Reassign solved tickets to a random team member
Reassigns an agent’s solved tickets to a random agent within the group,
distributing the attribution equally.


Reassign tickets to selected team member
Reassigns an agent’s solved tickets to a particular agent. This option appears
only at the group level.


Reassign tickets to the account level setting
Reassigns an agent’s solved tickets based on your account’s default reassignment
behavior. This option appears only at the group level.






Turning on solved ticket reassignment

An admin must first turn on solve ticket reassignment before you can change your group
reassignment options.
To turn on solved ticket
reassignment

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Solved ticket reassignment to expand it.
Select Turn on solved ticket reassignment.

Click Save. You can now set the account-level reassignment behavior or turn on the option to configure reassignment options per group.
Make sure you understand what each option
does before making any changes.
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.



Turning on group-level reassignment options

An admin 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.

Note: 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.
To turn on group-level
reassignment options

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Solved ticket reassignment to expand it.
Make sure that Turn on solved ticket reassignment is selected.
Select Show solved ticket reassignment.

Click Save. 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.






Setting account-level reassignment options

An admin 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 reset all groups to the account-level
option.
To set an account-level
reassignment option

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Solved ticket reassignment to expand it.
Make sure that Turn on solved ticket reassignment is selected.
Click the drop-down menu and select an option.
See Understanding
solved ticket reassignment options.

Click Save.




Setting group-level reassignment options

If an admin has turned on the option for show
solved ticket reassignment, you can configure the reassignment behavior for each of
your groups.

In Admin Center, click
People in the sidebar, then select Team > Groups.

Create a new group or select an existing group
from the list to edit.
In the Solved ticket reassignment behavior section, select one of the
options.
See Understanding
solved ticket reassignment options.

Click Save.




Resetting all groups to the account-level option

An admin 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.

To reset all groups to the account's default reassignment behavior
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Select Force all the groups to assume the account level default now.

Click Save. 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.






Viewing groups’ reassignment options

If an admin has turned on the option for show
solved ticket reassignment, 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.
To view your groups’ reassignment options


In Admin Center, click
People in the sidebar, then select Team > Groups. The
Reassignment Value column displays each group’s reassignment option.