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Change ticket Group without re-selecting Agent

Related products:Freshdesk
  • October 8, 2014
  • 1 reply
  • 15 views

Currently when you change a ticket's Group, it clears the Agent as the drop down is repopulated with the Group's members.


This is counter intuitive when you have groups that most agents are all members of.

(Our line of business calls for a structure of many groups, often all with the same members)


Often an agent will change the group and click update -- without realising they have just unassigned the ticket as well.


If the drop down could automatically select the previously selected agent, assuming they are a member of new group, it would save time and eliminate the accidental un-assigning.

1 reply

aravind.sundararajan
Skilled Expert
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Hello,


In the new MINT UI, the group and agent fields are coupled together and the system automatically prompts to choose an agent as soon as you select a group. 



Cheers!