Dear Zammad team,
We sometimes want to unassign agents from tickets - i.e. make it so that the ticket does not have an assigned agent. What happens is that an agent chooses “-” from the agent dropdown-menu in the open ticket, applies changes and seconds later she is reassigned as the ticket owner. It makes sense because she has her system configured such that open tickets are automatically assigned to her if she opens a ticket. But if she tries to change the owner from the “overview-view” (in the horizontal menu bar at the bottom) it is not possible to choose “-”, i.e. nothing happens … it seems that choosing “-” in the overview means that nothing is changed.
The question is what the best way to unassign agents is, if it is even possible?
Kind regards,
Michael