Routing and Rerouting Tickets in Zendesk

This guide will explain how to route and reroute tickets in Zendesk effectively. It will cover how to assign tickets to yourself, reassign them to others, and select specific groups for ticket management. By the end of this guide, you will have a clear understanding of the ticket routing process in Zendesk.

In this section, we will introduce the concept of routing and rerouting tickets within the Zendesk platform.

You can view the current assignment of a ticket by selecting it in your Zendesk interface. For instance, you might see that a ticket labeled "testing for branding" is currently assigned to a specific group.

If you wish to take ownership of the ticket, simply click on it. This action will automatically assign the ticket to you.

You can reassign the ticket to another user, such as Allison. This can be done by selecting the user from the assignment options available in Zendesk.

If you'd prefer to assign the ticket to a group rather than an individual, you can choose the group option. For example, you may want an MRM (Marketing Resource Manager) to review the ticket without specifying which particular MRM will handle it.

In summary, this guide has covered the essential steps for routing and rerouting tickets in Zendesk. You can now take ownership of tickets, reassign them to specific users, or assign them to groups as needed. With these instructions and accompanying visuals, you should feel confident in managing ticket assignments within Zendesk.