Why are tickets in non-omnichannel groups unassigned from agents?

Question

Why are tickets in non-omnichannel groups unassigned from agents?

Answer

When you enable omnichannel routing and the Auto-reassign open tickets and Reassign tickets through queues options:



These settings impact all tickets in your account, regardless of tickets routed with omnichannel routing. 

For more information, see this article: Auto-reassign open tickets.