Reopened ticket re-routes to original owner if still active, else pool

Outcome. A reopened ticket stays with the rep who already knows its history, unless that rep is no longer on the team, in which case it drops back into normal rotation instead of sitting assigned to someone who cannot act on it.

Workflow map Enrollment, branches and actions at a glance tickets-sla-019

flowchart TD
    A[Ticket reopens] --> B{Owner known and still on queue's team?}
    B -->|yes| C[Keep owner, notify them]
    B -->|no| D{Ticket queue value?}
    D -->|billing| E[Rotate to Billing pool]
    D -->|technical| F[Rotate to Technical pool]
    D -->|general| G[Rotate to General pool]
    E --> H[Notify new owner, reassigned]
    F --> H
    G --> H
    C --> I[Set routed date]
    H --> I

When to use it, when not to

• UseUse it alongside tickets-sla-007 (auto-reopen on reply), as the piece that decides who actually owns the reopened conversation.
• UseUse it whenever reps leave the team or move between queues, since a reopened ticket built to auto-assign back to "the same owner" quietly fails the day that owner is gone.
• SkipDo not use it if your team is small enough that reassigning a reopened ticket is always a manual, deliberate choice; the branch logic here adds complexity that a two-person team does not need.
• SkipDo not use it as a substitute for tickets-sla-007's reopen detection itself; this fiche assumes the ticket has already reopened and reacts to that.