Hi @njfranck - this functionality is currently not possible within Zammad. However, I have good news for you. One of our customer has ordered this functionality and it will be merged into Zammad with 3.2 or 3.3, depending on the development time we need
Ah sorry I didn’t expect two topics in one thread. We’re working on a functionality where the Agent can put the Chat session back to the pool of open sessions or to a different chat group as for e.g. Level 1 to Level 2.