Unassign a Ticket and Return It to the Shared Department Queue

This guide shows the Unassigned choice, when to use it, and how department visibility/notifications continue.

Where this fits in QC Support Ticket

The Agent Queue is a frontend support workspace, not a shortcut around permissions. Every ticket action is checked against the Agent’s active QCST record and Department scope on the server, including assignment, replies, status/priority changes, attachments, bulk actions, and advanced ticket operations.

Primary location: QC Support Ticket frontend Agent Queue.

Before you begin

  • Use a normal Frontend Agent account for verification. Testing only as Joomla Super User can hide Department-scope or menu-access problems.

How to do it

  1. Open the ticket and use the assignment control.
  2. Choose Unassigned.
  3. Add a reason if the workflow requests it and save.
  4. Confirm the ticket returns to the shared Department queue and is no longer owned by the prior assignee.
  5. Verify eligible Agents can still see the work; unassigning is not the same as hiding/closing the ticket.

Verify the result

  • The Department appears with the intended Published state and description in Settings.
  • A ticket submitted to that Department appears only to eligible Agents in that Department scope.
  • The test Agent can open the Agent Queue and see allowed-Department tickets.
  • The same Agent is denied or does not receive tickets outside the configured Department scope.

Why unassign a ticket

Unassign when the current Agent should no longer own the case but the Department team should keep working it. The ticket returns to the shared Department queue for other eligible Agents rather than becoming public to every Agent. Unassignment does not change the requester, Department, Category, Status or Priority unless you edit those fields separately.

Verification

  • The assignee becomes Unassigned or equivalent shared-queue state.
  • The ticket remains visible to other eligible Agents in the same Department.
  • An Agent outside the Department still cannot open or act on it.
  • The assignment change is recorded in ticket history.

Community Discussion

For practical QC Support Ticket workflows and discussion with other Joomla site owners, visit the QC Support Ticket Community. For private support, bug reports, account-specific issues, or feature requests, use the QuantaCade support system.