Can I auto-assign a ticket that is in a solved status?

Question

Is it possible to auto-assign a ticket that is in a solved status?

Answer

You can auto-assign a ticket that is in a solved status by navigating to Admin icon () > Settings > Tickets > Assignment > Auto-assign tickets upon solve.

If this setting is enabled, any subsequent update to an already-solved ticket with no assignee will cause it to be assigned to the updating user. This is true whether the update comes from within the agent-interface, or via an API. In that case, the user whose credentials (or token) were used for the API request will be assigned the solved ticket.

For other questions regarding assignment issues, see the articles below.

• Why do tickets auto-assign to one group?
• Why do tickets automatically assign to one agent?
• How can I automatically assign a follow-up ticket using triggers?
• How can I automatically assign all of a requester's tickets to the same agent?