Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

I would like tickets to be able to re-enter custom queues after having been assigned to an agent. This would allow live calls and chats to be queued in a custom queue if transferred to another group after being answered. It would also help with other ticket types.

What problem do you see this solving? (1-2 sentences)

If tickets are transferred to a group or unassigned from an agent after being assigned to an agent the ticket does not enter any custom queues. This prevents the use of backup groups for those tickets. Basically, any reason you might want to use custom queues for new tickets should apply to reassigned tickets. This behavior is listed here.

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This problem happens on a daily basis. This is critical for our business as our agents often need to transfer tickets to other groups, and we would like the tickets to be able to be queued to backup groups when needed. Especially for live tickets like calls, chats, and social media channels.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Watching queues, which requires manual time and cost, and means some might get missed.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Tickets would enter custom queues if they meet the criteria. Regardless of having been assigned in the past.