Tickets can be reassigned back to the group if the current assignee is removed from that group.
When an agent is removed from a group, any tickets they were assigned within that group are automatically reassigned back to the group. This ensures that the tickets remain within the group for reassignment to another agent. In some cases, these tickets might be reassigned to the admin who removed the original assignee. For more details, you can refer to the originalZendesk article.
Tickets assigned to an agent are reassigned back to the group if the agent is removed from it. When an agent is removed from a group, any tickets they were handling are automatically sent back to the group. This process ensures that the tickets…
Yes, but it requires maintaining special groups for call routing. If you want an agent to be part of multiple groups but only receive calls from one specific group, you would need to set up special groups dedicated to call routing. This setup…