Current state: The assignment of the tickets to an agent includes their group and the agent combined. When an agent is demoted to end-user, tickets with a status less than solved would go back to the group associated with the agent but the solved tickets get assigned to a specific user. The user selected for the assignment is the agent with the longest membership in the group or more specifically the lowest ID number.
Challenge with current state: While I understand the need for an assignee to exist on a solved ticket, the auto-assignment by group membership longevity is not clear and is not ideal. In today's state this action appears "random", as group membership longevity is not transparent, especially on a user profile page when offboarding an agent. We have ticket metric accountabilities for our agents, and if they are receiving tickets automatically from other agents that are already in solved state it could influence the metrics from which the agent is being held accountable to - especially if an agent has long seniority and is a frequent receiver of auto-assigned tickets.
Requested change: I would prefer either more transparency on where tickets are reassigned or the ability to select the behavior of these tickets. Ideally, a global setting would be helpful to select the behavior of these tickets. If this is not possible, some sort of alert within a profile page would be helpful (like a pop up asking you to select a different user to receive the tickets) - however this could not be controlled by bulk uploads or API changes, understandably.
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