Neil Deo

I also am encountering the same issue.

Strange thing is - prior to Dec 16 2024 the emails were threading, but since they are not.

Some guidance on this would be great.

Is it possible to remove an agent from a group, but actually retain them as the assignee of the original ticket.

We have situations within our team where some agents are added or removed from a group to cover weekend shifts etc, but upon moving them out of a group we are finding that their tickets are moving to next live agent, (which is expected behaviour) as per above. I'd like to avoid any reassignment of tickets.