Freshdesk did not used to assign the merge tickets to the person who merged them. This seems to have started happening recently. Is there anyway to disable this? We do not want the merged ticket automatically assigned to the person who merged them.
Thank you,
Best answer by Sneha Kandasamy
Hi
Greetings from Freshworks Community!
Merged tickets will not be assigned to the agent who merged the ticket. this isn’t the behavior. This could be because of any automation rule you have setup, kindly click on the “Show Activities” of the ticket to see what caused this action.
If an automation rule caused this action, kindly tweak the rule according to your requirement.
Hope this helps.
Cheers,
Sneha.
To prevent Freshdesk from automatically assigning merged tickets to the person who merges them, naturally explore the automation rules and workflows within Freshdesk settings. Check for recent updates that might have changed this behavior. Adjust the ticket assignment settings or create custom rules to ensure merged tickets remain unassigned or follow the original ticket’s assignment. If the issue persists, contact Freshdesk support for further assistance.
+7Hi
Greetings from Freshworks Community!
Merged tickets will not be assigned to the agent who merged the ticket. this isn’t the behavior. This could be because of any automation rule you have setup, kindly click on the “Show Activities” of the ticket to see what caused this action.
If an automation rule caused this action, kindly tweak the rule according to your requirement.
Hope this helps.
Cheers,
Sneha.
Aha Sneha! You are right! Someone created an automation I did not know about! Thank you!
j
Yes i think its possible.
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