Folks,
Based on the feedback we've received so far, we've split the 'Assign To' field into two separate fields 'Group' and 'Agent' to ensure better visibility. This change is live across all pages except for the card view (ticket list page).
The idea behind the change was:
1. To ensure that the tickets get assigned to the right agents who belong to the group
2. Better visibility - the group and agents names wouldn't be truncated since they're two different fields now
As always, we'd love to hear your feedback. Please drop a note here or write to us on support(at)freshdesk(dot)com!
Cheers!