How to Remove an Agent from Being Automatically Assigned to Tickets in BoldDesk
In BoldDesk, agents can be automatically assigned to tickets through automation rules or auto-assignment groups. If you need to stop a specific agent from receiving ticket assignments, you can achieve this by reviewing and updating the relevant configurations. Follow these methods:
Method 1: Review Ticket Automation Rules
Automation rules, such as Create Ticket or Update Ticket triggers, may be configured to assign tickets directly to a specific agent. To remove the agent:
- Navigate to the Automation Rules section.
- Identify rules that assign tickets to the agent.
- Edit the rule and update the Assignee to another agent or remove the assignment.
Method 2: Review Auto Assignment Rules and Groups
Auto-assignment rules distribute tickets among agents in a group. If the agent is part of such a group:
- Go to the Auto Assignment Rules section.
- Check if the agent is included in ticket distribution.
- Edit the group configuration, then either remove the agent from the group or disable Auto Assignment for that agent to stop further ticket assignments.
Frequently Asked Questions (FAQ)
1. Why would I need to remove an agent from ticket assignments in BoldDesk?
You may need to remove an agent if they are no longer handling tickets or have changed roles.
2. How are agents automatically assigned to tickets in BoldDesk?
Agents can be assigned through automation rules (e.g., Create Ticket or Update Ticket triggers) or via auto-assignment groups that distribute tickets among multiple agents.
3. What is the first step to stop ticket assignments to a specific agent?
Start by reviewing automation rules to check if any rules directly assign tickets to that agent. If found, update the rule to assign tickets to another agent or remove the assignment.
4. How do I remove an agent from automation rules?
Navigate to Automation Rules, locate the rule assigning tickets to the agent, and edit the Assignee field to another agent or leave it unassigned.
5. How can I stop tickets from being automatically assigned to a specific agent in BoldDesk?
If the agent is included in an auto-assignment group, go to Auto Assignment Rules, review the group configuration, and remove the agent from the group or disable Auto Assignment for that particular agent to stop further ticket distribution.
6. Will removing an agent from automation rules automatically remove them from auto-assignment groups?
No. These are separate configurations. You need to update both automation rules and auto-assignment groups if the agent is included in both.
