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




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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 cannot be
reassigned back to the agent's group. You can modify your ticket settings to change this
behavior.
To enable 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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