Occasionally, I will open a ticket a customer has replied to, type a whole reply, then notice the submit button is grayed out. if I look at the Assignee dropdown it has switched without my input, usually to a different company.
refreshing the page will show it as assigned to me without a problem, but I'm afraid it will switch one day without my input and not gray out the submit button, reassigning the ticket without my knowing.
While I usually check the disposition before submitting, I have caught this issue at least twice before typing a reply and about 3-5 times because I couldn't reply after typing.
It switching is not consistent, seemingly random, and has happened a few times, once in front of one of my mentors who thought it was really weird I switched the assignee and called me out on it. (When I didn't switch...)
Any insight on why this might be happening would be nice.
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