Quick Look: 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 the Objects and rules icon (
) in the sidebar, then select Tickets > Settings. - In the Assignment section, select Allow re-assignment back to the general group.
- Click Save tab.