Hello,

Till now I didn't experience or know the behaviour, that tickets from agents you downgrade to end users are just assigned to some other agent. Now I got contacted why my COO suddenly received 400 mails informing him about assigned tickets.

I happened to downgrade an agent and randomly our COO was next in the standard group and received all tickets.

WTF

The agent leaves. I would have understood if the tickets would just have been unassigned or at least assigned to the group only. But randomly picking the next user in the group is very bad. In this case it was the COO, not sure what else can happen. Agent on long time holiday or sick leave? Someone that is only a developer coding things from time to time and no one would check the tickets ever?

This is bad. At least there should be a way to intercept this in order to bring it to some more normal behaviour. But I don't even know how to create a trigger for this, if possible at all.

Please fix this.

Thank you,
Sebastian