I’ve enabled the Follow-ups feature in Zendesk, which is supposed to copy the original assignee and group to follow-up tickets. It sets the follow-up ticket's assignee and group (if not already set) to the original ticket's assignee and group.
However, I’ve noticed an issue: when agents are out of office, the follow-up tickets are not being reassigned automatically. Has anyone else encountered this?
After reviewing the documentation, I saw a note that this feature may not work properly if the Zendesk OOO app is installed and the Force Unassign Tickets checkbox is enabled.
My questions:
- If I uncheck the Force Unassign Tickets option, will it cause any issues elsewhere?
- Do I also need to uncheck the Prevent Assignment option for follow-ups to work correctly?
Any guidance or tips would be greatly appreciated!
