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

What's my plan?

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

1. In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
2. In the Assignment section, select Allow re-assignment back to the general group.
3. Click Save tab.