Question
Omnichannel routing isn't reassigning my reopened tickets. How do I reassign reopened tickets to agents who are currently online?
Answer
To reassign a reopened ticket when an agent is offline, navigate to Admin Center and on the omnichannel routing configuration page check the box next to Turn on reassignment for reopened tickets. When this is on, the system reassigns email and messaging tickets to the same group when the ticket status changes from Solved, Pending, or On-hold back to Open.
To set up the reassignment of reopened tickets, you must allow agents to assign tickets back to their groups.