How long does a ticket stay assigned in Engage?

Learn how long a ticket remains assigned to an agent before being reassigned.

If a ticket is assigned to you, but you don't take action within the pre-configured time for your team, it will be reassigned to the next available agent (during working hours).
Tickets that remain pending for the pre-configured time for your team without a response from the customer will automatically close (this can be customised per team).