How can I provide feedback for the Modern Ticket Reassignment for Solved Tickets EAP?

>What's the end-goal vision of this feature? Is this just to fix “orphaned” tickets when moving agents between groups? Or is it the goal to move all assignment settings to a per group basis?

So far, the goal is only to service this particular use case easily for SOLVED tickets.  We fully understand that one COULD employ triggers and other automations to perform this, but because this was requested for this particular use case, we wanted to expose this as an easier to access option.

With respect to ticket assignment settings, we do not have current plans to move this into ticket settings, and we wanted to ensure that this functionality was affine to groups (and possibly DIVERGENT/CUSTOM on each group)

That being said, there *could* be an option that defines the global default behaviour irrespective of group and the one at the group level is the overriding one.  We'll have a good think about that!

>I also might have missed it in the documentation (or I should test) but if I remove an agent from a group and the ticket is reassigned with the new behavior: does this count as an update on a ticket and will other triggers (e.g. assignee has changed) run? Is the action visible in the audit logs and if so is the actor “system” or “admin who removed agent from the group”?

This is an auditable and audited event and does in fact result in an audit trail.  Please confirm!

There is no reason to believe that other triggers will NOT run as a result of this new action being taken.

Thank you so much for your feedback and very well informed questions.

Hi,

Please consider to add another option to allow to reassign to specific group (not the same as the current group) apart from specific team member.

Thanks