Why were tickets randomly reassigned back to the group?

Question

A number of tickets were systematically routed from one agent back to the group. There aren't any triggers or automations responsible for the reassignments. None of my agents reassigned these tickets. Why were tickets randomly reassigned back to the group?

Answer

When you remove an agent from a group, tickets assigned to that agent in that particular group maintain their group status.

If an agent has tickets in a specific group and an admin removes them from that group, those tickets automatically reassign back to the original group. In some cases, those tickets automatically reassign back to the admin who removes the original assignee from that group.

For more information, see Best practices for removing agents and Best practices for deleting groups.