Summary:
Currently, if you unassign a user from a group, all tickets they have under that group, including Solved, get moved to the oldest member in the group they were removed from. Conversely, changing ticket groups in a batch, causes reassignment if the agent is in the reassigned group.
Description/Use Cases:
During routine management, tickets and agents may have their group changed. When changing a ticket individually, it is apparent that the agent is missing the group when their name is not listed within it. When changing the agent grouping, on the agent page, you can usually see any tickets that are impacted from the change. (an agent's ticket list shows the the group) However, during a bulk change of tickets or agent groups, this is not apparent.
Feature Request Summary:
We’d like to have a warning message indicating that reassigning to the group will indicate that X number of tickets will lose their assignee. Additionally, if while working on an agent, removing a group should alert as well that X of tickets will be reassigned.
Business impact of limitation or missing feature:
We rely on ticket assignments to reflect the work performed by each agent. These reassignments lead to significant inaccuracies in agent performance reporting, and we’ve had to pull engineer resources to unwind these actions via script.