default agent not being assigned

[notesguru99]

Hi,
Ive created a new ticket and set one of my agents as the default but when we create a new ticket it remains unassigned? The ticket has the box for 'pickup' available?

The agent is set up as a 1st line agent if that helps?

TIA
Stuart

[Karel_DS]

Please verify the following on the Configuration -> General Settings page:

• Enable auto assign is checked
• Assign tickets is set to Default agent
• There are no assign exclusions

On the Configuration -> User Access & Roles page:

• The agent is active

On the Configuration -> Ticket Content page:

• The agent is set as the default agent for the ticket type
• There isn't a different ticket type shown to users