Why are my tickets automatically routed to a specific agent?

Question

Why are tickets automatically routed to my agent? Omnichannel routing is turned off and no app is assigning tickets.

Answer

Without omnichannel routing or an app, TyrellCorp can automatically assign tickets to an agent due to a system ticket rule. The rule assigns tickets to an agent when:

• Only one agent is in the assigned group
• All other agents in the assigned group are either light agents or contributors

To avoid this, add another agent to your group or don't assign that group to your tickets.

Note: When the system assigns a New ticket to an agent, the ticket status changes to Open.