Hello, 

I'm thinking we are missing something terribly obvious and wanted to see if anyone else has done something similar. We are good with tickets reopening when a customer respondes, but we don't want them to stay with the agent who had responded and instead would like it to be reassigned to a team.  The main problem we are trying to avoid is a ticket reopening when someone is off for a few days and it sits with them until they return. 

Thank you for your time on this!