Replies posted by Leonard
Thanks for the responses. To clarify, yes, I still occasionally get a few unassigned tickets in groups that are in fact set to “auto-assign” and there is agent availability, (that is, there are in fact agents with “auto-assign” turned on, on their profiles). Since posting, I have found out that we have at least one automator (created long before I arrived) that assigns tickets to a group, then specifically set agent to “none.” Also, an agent can assign a ticket to a group, and if they actually dropdown the list of agents, and click on the “...” it will save the ticket and remain without an agent. If they just assign to the group and not enter the agent field at all, then it auto assigns.
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