Plan requirement
| Subscription | Any plan |
| Access | Admin |
When a team member is deleted, downgraded or removed from a group, their solved tickets need a new owner. One account setting decides who gets them.
When it fires
Solved ticket reassignment is about people leaving, not about customers coming back. It runs when a team member is deleted, downgraded to end user, light agent or contributor, or removed from the group. Their solved tickets go to somebody who is still there, so the history stays reachable.
It does not touch a ticket that a customer reopens. That case is at the bottom of this article.
Turn it on
- In Admin Center, click Objects and rules and select Tickets > Settings.
- Expand Solved ticket reassignment and select Turn on solved ticket reassignment.
- Choose the account-level option from the dropdown. New groups start with it.
- Click Save.
The three account options
| To an admin or longest active team member | The behaviour accounts had before the setting existed. The ticket lands on one person, so it leaves the group queue. |
| Reassign solved tickets to the group without any team member assigned | The ticket stays with the group and has no assignee. Whoever picks it up owns it. |
| Reassign solved tickets to a random team member | Spreads the tickets across the group instead of piling them on one person. |
Deciding it per group
On the same settings page, select Show solved ticket reassignment to expose the choice on each group.
- In Admin Center, click People and select Team > Groups.
- Open the group and go to Solved ticket reassignment behavior.
- Pick one of the three options above, or Reassign tickets to selected team member and name the person, or Reassign tickets to the account level setting to follow the default.
The last two exist only per group. To pull every group back to the account default in one go, use Force all the groups to assume the account level default now on the ticket settings page; as the label says, it overrides what the groups have chosen.
Which one to pick
Leaving the tickets on the group suits high-volume work: they are visible in the queue and the first available agent takes them. Handing them to one person suits small groups where somebody has to own the follow-up, and it is also where the failure mode sits, because a ticket assigned to somebody on holiday looks handled and nothing flags it.
A reopened ticket is a different question
None of this applies when a customer replies to a solved ticket. Zendesk puts it straight back on the agent who solved it and the status returns to Open.
If you want reopened tickets back in the queue instead, build a trigger: conditions Status category changed from Solved and Current user is (end user), action Assignee set to -.
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