If flow 1 is the chosen flow: When an “Agent replied” issue is moved to the queue it is by default actionable, i.e. in Pending reassignment state unless agent chooses otherwise.
Step 2
When assigned
New
New
New
New for agent
New for agent
New
New
New for agent
Agent replied
Pending reassignment
Pending reassignment
New for agent
Agent replied -
Agent chooses to make it non actionable
Agent replied
When end user replies then this issues comes in pending reassignment status.
New for agent
Waiting for agent
Pending reassignment
Pending reassignment
New for agent
Pending reassignment
Pending reassignment
Pending reassignment
New for agent
Agent resolved
X
X
Agent rejected
X
X