Currently it is possible to select a group for a ticket, and the list of agents will filter to show only those agents in the group.
If you do not select a group, you are able to select any agent from the list, however the group drop-down still shows the entire list of groups. This is a problem because it's not possible to know which groups the agent is actually a member of, and if you choose a group the agent does not belong to, the agent then disappears.
If the agent is selected first and the group is not yet selected, the group list should be filtered automatically to show only the groups the agent is a member of. This will eliminate a common source of confusion and errors.
In addition, it should be possible to specify that one specific group is the primary or default group for that agent. If this is done, then when the agent is selected, the default or primary group is also automatically selected, and can then be changed to one of the other groups.
Finally, there should be a simple way to undo the selections, so that if you accidentally select the wrong group or the wrong agent, you can revert back to previous values.
