aumation work flow some issue
if group not selected and assign direct agent then ticket redirect again to helpdesk team. could you please check the issue
We tried reproducing this in the local account but we weren’t successful. We found a case, group un-assignment fails for the ticket created through Email and group is mapped in Email setting. If we are talking about the same case then I can assure you that we are working towards a fix and should be fixed in the future deployments.
I’ll have one of the support Rep to reach you on the same.