Hi Have an issue where a ticket has been automatically assigned to the managers group from one of my email channels. i have set a trigger to do this. However on occasion i want to assign the ticket to an agent who is not a member of the managers group. I can assign it via select assignee by searching for the agent group and finding the agent in the list.
Upon saving the ticket is assigned back to the managers group. I am assuming the trigger is still being used but i cant seem to figure out else i need to set to enable me to assign tickets to agents. Some emails that come in via this particular channel i don't want agents to see so adding them to the same group is not an option.
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