Is there a way to prevent automatic ticket assignment when an agent replies to an unassigned ticket?

Modified on: Fri, 25 Jun, 2021 at 7:43 PM

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The automatic ticket assignment would be caused by the action of the automation rule that runs on ticket updates - 'Automatically assign the ticket to the first responder'.

You could disable this rule if you'd like to have the ticket assigned before being responded to. Go to Admin > Workflows > Automations > Ticket Updates toggle this off.