Do you ever see reopened kits that were previously assigned change to unassigned upon being reopened? We occasionally see this, even though we have “Claim On Response” enabled, under Admin Panel > Settings > Tickets. I have, for example, two tickets in the same department that were addressed by the same agent in similar time frames: one was reassigned by System to the agent upon being reopened, the other was left unassigned.
My search through the forums didn’t turn anything up, but maybe someone here is more experienced.