This has been addressed by several others before, but it appears there is no solution yet.

For our support department, we have 2 different teams (A and B for short). When a new ticket is made, it is assigned to team A. One of the agents of team A picks up the ticket and decides whether he or other members of his team can address it. If they can't, for example due to lack of permission, they have to escalate it to team B. Someone of team B then needs to pick up the ticket.

However, if they reassign to team B, the ticket is still assigned to them. So they need to unassign it too. But that should be done automatically.

I really hope this can be addressed soon.

In addition, it would be useful if one would be able to reassign to an agent and team in one step as well.

When an agent of team B has picked up the ticket and decides that the agent who escalated the ticket needs to do some additional work, he must reassign the ticket to that agent. But then the ticket is still assigned to team B, so he needs to reassign that too.