I’m having an issue with the workflow in our ticket queue when closing a ticket. Normally when a ticket is closed the next ticket in the queue is automatically selected. For the last couple of days this has not been happening. For the most part it is reverting to the most recent ticket received in the queue, but sometimes it jumps to a random ticket somewehere else in the queue.
I seem to be the only member of our team experiencing this so I think I have inadvertantly changed a setting somewhere but cannot find anything about this in the Settings or the Help section.
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This is most likely based on the Assignment priority defined here (or here for EU workspaces)
Thanks for your response. I dont think its related to assigment rules as this is happening in the unassigned queue. We work directly from there. I cant find any setting in the article that would affect this or has been changed.
I don’t think anything has changed here.
Are you sorting differently in that view? Here I’m sorting based on last activity, descending.
I’ve checked, and closing anything just brings the conversation that’s just below the one I’m closing.
It doesnt make any difference for me which option for sorting I have. I use both ascending and descending at different times. For the last three years it has worked as intended and always gone straight to the next ticket whichever way you sort it, but in the last few days it is not doing this. In most cases it is reverting directing to the most recent ticket received. Ocassionally it goes to another random ticket somewhere else in the queue, but never the next ticket.
Even if I assign them to my Inbox and work from my inbox it will always go to the most recent ticket instead of the next one.
