Let me choose the behavior of tickets when un-assigning an agent from a group
Feature Request Summary:
Currently, if you un-assign a user from a group, all tickets they have under that group, includingSolved,get moved to the oldest member in the group they were removed from. I would like an option to instead automatically re-assign them to the same user, but their default group, instead.
Description/Use Cases:
Say you have a group that everyone takes turns on being assigned to, let’s say “On Call”. Calpurnia is on call for a week, solves 4 issues, and has 2 open. If Calpurnia is removed from the group, Calpurnia will lose credit for the 4 resolved tickets, and the 2 open ones, that Calpurnia is still working on and has the most information about, will be re-assigned to nobody. The admin who updates Calpurnia’s groups would need to manually select all tickets assigned to Calpurnia (which for me often stretches more than 7 pages of tickets worth), and re-assign them to Calpurnia under another group of Calpurnia’s.
Business impact of limitation or missing feature:
This makes updating groups for users quite tedious and prone to human error, resulting in the wrong people getting credit for solves, and more tickets getting touches from multiple agents, than is necessary. Additionally, because profiles often refuse to fully load if the agent has worked more than 10k tickets or so, you cannot even re-assign or see the tickets without making a custom view, which adds even more time and work to what should be a relatively easy and quick task.
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Hi@..., thanks for your feedback.
As per my other reply herehttps://support.zendesk.com/hc/en-us/community/posts/4403856139034-Allow-me-to-Bulk-Update-Agent-Groups
Let's discuss this one when we catch up so I can understand a bit more context.
Regards,
Tom Dupuche
Senior Product Manager - Staff/team management
亚博
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I like the simple proposal byCJ Johnsonabove to roll the assignee to the same user in their default group. It's probably the default that Zendesk should apply here over selecting a potentially unrelated agent.
I had this scenario come up today and in our case, we would have preferred to keep the group, but we would have liked more precision for how the assignee was chosen. It would be nice if there was a popup that informed us that the assignee will change for tickets by removing the user from the group and provided us with options:
- Select another group member as the assignee for all tickets
- Move tickets to this user's default group
- Unassign unsolved tickets into the group and close solved tickets
- Cancel and take me to a list of impacted tickets so I can manually handle
This might be a lot for a popup, but even having these options as an option from Admin center gives a lot of flexibility for default handling.
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+1 to this functionality. I really likeDan Cooper's suggestion.
We run into this all of the time within our instance and it is becoming a major pain point as it is an easy step to forget. If the ticket randomly gets assigned (let's face it, you don't know who the oldest person in the group is as it can change - it might as well be random at this point), it can go into a closed state and then we can't edit it and that mistake will forever show in reporting.
Atleast having a warning stating there are assigned tickets to this user that will be re-assigned will remind our team to reassign those tickets. Merging tickets gets a warning and so should this
Pleasesign into leave a comment.
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