Tracy Chavis

In your KB article announcing suspending users, you reference that agents will have the ability to do this and then in the last paragraph say that only Admins have this ability.
How do we turn this ability to suspend users OFF for agents? We do not want our agents making that decision, but want that to be an Admin decision.
 https://support.zendesk.com/hc/en-us/articles/8258324950042-Announcing-user-suspension-for-the-messaging-channel

This was very helpful. Thank you!

How can I set a trigger or automation so that when a solved, pending or on-hold ticket is re-opened by a customer response, it is automatically assigned to its original group but not a particular assignee/agent?

I want the next available agent in that group to be able to work on the ticket in order to resolve faster for the customer. I do not want the customer to have to wait for the specific origianl assignee/agent to respond.