Turning on and off auto-assign for agents on ticket solve


If you’veturned on custom ticket statuses: When a ticket is set to a ticket status in the Solved status category by a trigger or automation without an assignee, the next user who updates that ticket is automatically set as the assignee.


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Location: Admin Center > Objects and rules > Tickets >
Settings

By default, tickets are auto-assigned to the solving agent in the following ways:
When an agent solves a ticket that isn't currently assigned and doesn't manually assign
the ticket to themselves or another agent, it will be auto-assigned to the
solving agent.
When a ticket is set to Solved status by a trigger or automation without an assignee,
the next user who updates that ticket is automatically set as the assignee. If
you’ve turned on custom ticket statuses:
When a ticket is set to a ticket status in the Solved status category by a
trigger or automation without an assignee, the next user who updates that
ticket is automatically set as the assignee.

When an agent is the ticket requester and a trigger closes the ticket, that agent will
also become the assignee.


Admins and agents in custom roles with permission to
manage ticket settings can turn this behavior on or off as needed.

To turn on or off auto-assign on ticket solve
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Assignments and notifications to expand it.
Select or deselect Auto-assign tickets upon solve.
Click Save.



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