Operational Update: Automatic Ticket Assignment

We’re rolling out a new Zendesk feature — automatic ticket assignment!

After a call, email, or message ends (wrap-up code submitted), tickets without an assignee will automatically be assigned to the agent who handled the interaction.

Currently, this is enabled for VOICE in these queues for testing:

• ACD_CS_Scoopon
• ACD_CS_Cudo
• ACD_CS_Deals
• ACD_CS_Treatme
• ACD_CS_Platinum

Please send Jack S.C. a Teams message if you take a call from these queues during testing to confirm everything’s working.

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 23rd June 2025 June 22, 2025, titled "New Zendesk Function" sent by Jack S.C (Workforce Performance Coordinator).