Hello Team,
So I have three different shifts covering the entire 24 hours. Let's say Shift A ends at 3 PM and Shift B starts at 2 PM. If Agent from Shift A respond to query at 1 PM and the ticket is reopened at 4 PM, it still gets assigned to Shift A agent even though Shift B agent can act on this ticket.
My question is, How can system reassign the reopened ticket based on the time of the reply received from a customer?
