Beam Help — independent expert support for Zoho. Not official Zoho support.[8]
This article shows how to find tickets owned by inactive or disabled Zia agents and move those tickets to human agents or teams so nothing stalls in your queues.[2]
Why this matters
When Zia agents are disabled or stop acting on tickets, those tickets remain assigned to the AI owner and will not progress unless reassigned to a human agent or team[2]. Managers need a reliable way to list all tickets owned by Support specialist or Resolution expert so bulk actions can be applied[2]. If your account is downgraded the Zia agent may remain listed and continue receiving ticket assignments even though it no longer performs actions, so you must reassign those tickets manually[2].
Step-by-step
Step 1. Create a custom view that shows tickets owned by Zia agents. Use criteria where Ticket owner is Support specialist or Resolution expert to capture all tickets currently assigned to the digital agents[2].[2]
Step 2. Open the custom view to confirm the list shows AI-owned tickets. Verify the view returns the tickets you expect before doing mass changes[2].[2]
Step 3. Use mass action to reassign the tickets to the appropriate human agents or teams. From the custom view, select the tickets and apply the assign/reassign mass action to move ownership away from the Support specialist or Resolution expert to a human agent or team[2].[2]
Step 4. If you need to disable a Zia agent, go to Setup > User Management > Zia Agents and disable the agent from the Zia Agents page by hovering over the agent and choosing disable. Disabling is done from the Zia Agents area in Setup and you can hover the agent entry to reveal the disable option[2].[2]
Step 5. After disabling, re-run the custom view and confirm no tickets remain assigned to the disabled Zia agent. Disabled Zia agents can leave tickets assigned to them, so you must confirm the reassign step cleaned up ownership[2].[2]
Step 6. If your Desk account is integrated with Zoho Directory and you need to change admin rights for managing Zia agents, assign Organization admin roles from Directory’s Admin panel so others can enable or disable digital agents as needed. Admins can be added from Zoho Directory by going to the Admin panel, selecting Assign Admin, choosing a user and Role as Organization admin, then clicking Assign[7].[7]
Common pitfalls
- Creating the wrong view criteria will miss AI-owned tickets; be sure the criteria specifically target Ticket owner is Support specialist or Resolution expert[2].[2]
- Disabling a Zia agent does not automatically reassign tickets; tickets must be manually moved to another department, team, or human agent[2].[2]
- If your account was downgraded, a Zia agent may remain listed and continue to receive assignments even though it will not act on tickets, so check for stranded assignments after any plan change[2].[2]
What to check
- Confirm your custom view uses the exact criteria Ticket owner is Support specialist or Resolution expert and returns the expected tickets[2].[2]
- Verify all tickets previously owned by Zia agents are reassigned to a human agent or team and no tickets remain blocked under a disabled AI owner[2].[2]
- If you disabled Zia agents, double-check ticket activity to ensure tickets are progressing and not waiting for AI responses[2].[2]