In Zoho Desk's Zia Agents, such as Support Specialist or Resolution Expert, an infinite loop can occur when ticket assignment or un-assignment rules continually hand the same ticket back and forth between Zia and a human queue or workflow trigger. Rather than resolving or routing the ticket, it ends up cycling endlessly between automated and human ownership.
This typically stems from how assignment and un-assignment logic is configured around the agent, rather than a fault in the agent's own reasoning. If a Zia Agent un-assigns a ticket it can't resolve, and the resulting assignment rule or workflow trigger isn't specific enough about where that ticket should go next, it's easy for the ticket to loop straight back to Zia rather than landing with a human agent.
When a Zia Agent can't find a matching Knowledge Base article to resolve a ticket, make sure it un-assigns itself and flags the ticket clearly. The auto-assignment rules that then pick up that flagged ticket need to route it strictly to a human agent, not back to Zia. If the routing criteria are ambiguous, or the flag isn't distinct enough from the ticket's normal state, the same ticket can be re-picked up by Zia and the cycle repeats.
Set execution criteria or fallback rules so that Zia only attempts an automated resolution or draft response once per ticket status change, rather than repeatedly re-attempting on every subsequent trigger or update. This caps how many times the agent can act on the same ticket state before control is handed off for good, preventing the back-and-forth cycle from ever starting.