Admins can assign tickets to any group. Agents can assign tickets, manually or via a macro, to any of the groups they belong to if they have the appropriate permissions or if an admin has enabled group reassignment in their ticket settings.
- (Team and Professional) In the agent's profile, set Access to Tickets
in agent's groups.Note: On Team and Professional plans, when you restrict agent access to tickets within their group, those agents can no longer update end user information or add end users to tickets.
- (Enterprise) In the custom role for the agent, select Agent can assign ticket to any group.
- In Admin Center, click Objects and rules in the sidebar, then select Tickets > Settings.
- Click Allow re-assignment back to the general group.
- Click Save tab.