Plan requirement
| Subscription | Any plan |
| Access | Admin |
What happens when a solved ticket comes back and its owner has moved on. One setting, decided once, and it changes what your agents watch for.
Set it
- Open the ticket settings in Admin Center.
- Choose what happens to the assignee when a solved ticket is reopened.
- Save.
- Test by replying to a solved ticket.
The choice
Keep the assignee. It returns to the person who handled it. They have the context, and the customer deals with the same person.
Clear the assignee. It returns to the group queue and whoever is available picks it up.
Which is right
Keeping the assignee suits work where continuity matters and agents are usually available: account management, complex cases, named contacts.
Clearing suits high-volume work where speed matters more than continuity, and where the original agent may well be on another shift.
The failure mode of keeping it
A reopened ticket assigned to somebody on holiday, on another team, or no longer here. It looks assigned, so nothing flags it, and the customer waits.
If you keep assignees, you need a view for reopened tickets that have not been touched.
The failure mode of clearing it
The customer explains the situation again to somebody new. Mitigated by good internal notes, and not entirely.
Decide once, tell the team
Either way agents should know what happens, because it changes whether they should be watching for their own tickets coming back.
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