JohnRodkey · Director of Servers and Networks · ✭✭✭

Yes, this is one aspect. We have created a new Group, "IT Service Desk" and set it to be the default, so we'll only assign a group later intentionally.

(X to Y) is a placeholder: it happens anytime there's an update to a ticket that currently doesn't have any group assigned. Which starts out with all of our tickets, including previously closed tickets.

The other aspect is the email that says " State changed from X to Y group assignee id changed to none"

This is great news! Thanks for letting us know, Joey.