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Why aren't my tickets being set to New in Zendesk?

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When tickets are assigned to an agent in Zendesk, they are automatically set to a status of Open. This means that if you have your agents synced to Talkdesk and have an automation that creates tickets with a status of New, as soon as they're created, they'll be assigned to the synced agent who handled the call and set to Open (if no agent is associated with the call then by default the ticket will be assigned to the administrator of the account).

This may also happen if newly created tickets go into a group that auto-assigns them to an agent. Currently there is no way to override this behavior on the Zendesk side.

 

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