Good morning,
I had an agent today close a ticket after replying. The end user replied back, which then put the ticket back in an open status but it went to the unassigned queue. I sort of assumed that any closed ticket that was re-opened would go back to the originally assigned agent. Is this how it works normally or is there some sort of bug/issue? It wasn't a huge deal to re-assign it but seeing as we send out an email when the ticket is assigned, I don't want to be spamming our end users if we don't need to be. Thanks much.