I have agents that will assign a ticket to themselves, and then when they finish their part of the work, they need to make it unassigned. They do not know who the next person will be to own the ticket. how can they change it to unassigned?
How can agents change the assignee to unassigned?
Hi @lhild
If the Agent needs to set it back to unassigned in their own group, they can click on the Assignee dropdown and select the Group like this:
If the Agent cannot see this, you might want to check your settings: https://support.zendesk.com/hc/en-us/articles/4408834893978-Enabling-agents-to-assign-tickets-to-their-groups
Thank you! I searched high and low but could not find that page about the settings. That solved it for me!
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