Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Also required | Copilot |
| Access | Admin |
Auto assist keeps proposing steps on tickets that are finished. Start at the trigger that applies the scope tag: if it matches on subject alone, it keeps matching after the work is done.
Why does auto assist keep going on a solved ticket?
- Steps are proposed on tickets already solved.
- The same step is proposed again after the agent completed it.
- A procedure restarts when the customer replies to say thank you.
One: the trigger keeps re-tagging
Auto assist acts on tickets carrying _agent_copilot_enabled_, and that tag comes from a trigger you built. A trigger whose conditions describe the subject rather than the state of the work will re-apply it whenever the ticket is updated, including after it is solved.
Open the trigger and add a status condition, so the scope covers open work only. This is the first thing to check because it is the only part of the chain you configured yourself.
Two: the procedure has no end
A procedure that describes the steps but never says when the case is complete has no stopping point. Add a final step naming the state in which this is finished.
This is invisible when reading the procedure, because a person infers the ending and the system does not.
Three: a reply is another turn
A customer answering "thanks, that worked" is a new message. Say explicitly in the procedure what to do with an acknowledgement, or it is just more input to handle.
Four: two procedures overlap
One completes and another picks the ticket up, so the agent sees a fresh set of steps. Look for two procedures whose "when it applies" both match, and sharpen one.
The quickest diagnosis
Open a looping ticket and look at which procedure is proposing. If it is the one you expect, the fault is its ending; if it is another, you have an overlap. The procedures list also shows how many tickets each was applied to in the last 30 days, and a procedure well above its share is worth opening first.
A note on this article
Zendesk does not document looping as a named failure mode. The four causes above are our diagnosis, built on how scoping and procedures are documented to work, so treat them as the order to check rather than as a list from the manufacturer.
If it persists
Send pluscloud support two ticket numbers showing the loop and the name of the procedure involved.
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