What happens to tickets when the assignee is manually removed from a group?

Question

What happens to tickets when the assignee is manually removed from a group?

Answer

There are several things to consider when removing an agent or admin from a group that impacts their assigned tickets. See the below to understand the different ways assigned tickets can be impacted. 

Removing an agent from a group with assigned tickets

• When the ticket assignee is removed from a group, the ticket maintains the group value and automatically reassigns the agent's tickets. 
  Note: Agents who are downgraded to the End-user role are also removed from their groups.
• The tickets are reassigned to the team member who removed the agent if they are a member of the same group.
• If the team member who removed the assignee from the group isn't a member of the group, tickets are reassigned to the longest-standing active agent on the account within the group. This excludes light agents and agents with restricted permissions.
• If there are no other team members in the group, tickets are reassigned to the account owner.
• Tickets with a status of open, pending, and on-hold are reassigned to the group with a status of solved
• If you turned on solved ticket reassignment, you can choose what happens to solved tickets after the assigned agent is removed from the group.
  
  Note: Tickets with a closed status cannot be changed so the assignee and group remain the same.

For more information on removing agents, see the articles:

• Adding and removing team members from groups.
• Best practices for removing agents.