As a Zendesk agent, or administrator you might have run into the following scenario's:
- You have set agents to only view tickets in their own groups, but for some license types this means they can only assign to their own group and not to other groups
- You use private groups or light agents and this means some tickets can not be shared back to other groups via the UI
In either of these scenario's the process is the same: you have a ticket belonging to group A. They assign it to group B to take action. At some moment you want to reassign the ticket to group A. This might not be possible due to the above restrictions, or your agents might have the permissions to do so, but looking at a tickets' event log to find the original assignee is time consuming.
This is where the Return to sender flow comes in. It uses a combination of macro's, triggers and webhooks to store the original assignee, and uses that data to return the ticket to sender.