Allowing tickets to be reassigned back to an agent's group


By default, once a ticket has been assigned to an individual in a group, it can't be reassigned back to the agent's group. Admins andagents in custom roleswith permission to manage ticket settings can modify your settings to change this behavior.


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Location: Admin Center > Objects and rules > Tickets >
Settings


By default, once a ticket has been assigned to an individual in a group, it can't be
reassigned back to the agent's group. Admins and agents in custom roles with permission to manage ticket settings can
modify your settings to change this behavior.
To allow tickets to be reassigned back to an agent's original group

In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Assignments and notifications to expand it.
Select Allow reassignment back to the general group.
Click Save tab.


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