For technical support managers: restore assignee when tickets reopen

Support agents lose ownership when IT tickets reopen, creating fragmented context and repeated handoffs. This restores the prior assignee and group so agents retain ownership and full customer context.

Overview

Reopened tickets that lose their original owner create repeated context handoffs and slower incident resolution for IT support. Restoring the prior assignee and group ensures zero missed follow-ups and lets agents pick up incidents with full customer context.

Notable Features

Restore previous assignee and group
Notify original owner on reopen
Ignore system or bot assignees