Ticket Reassignment After Role Downgrade
What happens to tickets when an agent is downgraded to an End-user?
When an agent is downgraded to an End-user role, they are removed from their groups, and their tickets are reassigned.
The reassignment process follows the same rules as when an agent is manually removed from a group, ensuring that ticket management continues smoothly.
More related questions
What happens to tickets when an agent is removed from a group?
When an agent is removed from a group, their assigned tickets are automatically reassigned. The ticket maintains the group value, and the reassignment depends on the team member who removed the agent. If the remover is part of the same group, they…
How are tickets reassigned if the remover isn't in the group?
If the team member removing the agent isn't part of the group, tickets are reassigned to the longest-standing active agent in the group. This excludes light agents and those with restricted permissions. In cases where no other team members are…
What happens to tickets with a closed status when an agent is removed?
Tickets with a closed status remain unchanged when an agent is removed from a group. The assignee and group values stay the same. This is because closed tickets cannot be altered, ensuring that historical data and records remain consistent and…
Who gets the tickets if no other team members are in the group?
If there are no other team members in the group when an agent is removed, the tickets are reassigned to the account owner. This ensures that all tickets are accounted for and managed, even in the absence of other group members, maintaining…
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