Tom J

‘If you turned on solved ticket reassignment, you can choose what happens to solved tickets after the assigned agent is removed from the group.’

I wish there was a way to ‘Do nothing’ when an agent is removed from a group.  If the ticket reopens, it will still be in the relevant teams inbox. 

If I remove an agent from a group, they unassign from the ticket. Finding a workaround for this isn't easy, and I am in the process of working it out currently. 

The issue is that is messes up ‘Assignee name’ on reporting, as it will change it to ‘Null’. The agent did do work in that group at the time, so I don't want it to unassign them. A workaround might be force closing the ticket - Also not an ideal solution. 

Updates history dataset springs to mind, but there are certain metrics that I want to track that are not available there. 

It doesn't really work as initially advertised. Lets say I restricted an agent who is working on brand A to brand A, and then when clicking ‘New ticket’, they can still choose to create the ticket as brand B, ‘Brand restriction per agent’ has not been achieved. 

+1 I cant believe that this isn't included in Suite Enterprise. 

+1 can't believe this is a paid add on and not included in Suite enterprise

+1 huge limitation

I agree with Kris, no need to change the status as the ticket may need to be escalated, solved, or whatever. But simply releasing the capacity if its inactive would be the ideal feature. Because of this, we have not enabled it, unfortunately.