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 will also be removed from their groups.
- The tickets will reassign to the team member who removed the agent if they are a member of the same group.
- If the team member removing the assignee from the group isn't a member of the group, tickets are reassigned to the team member who is the longest-standing active agent on the account within the group (excluding 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.
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: