I have checked this. Of course, you are right. Department manger can un-assign tickets.I also followed the links provided and tried the concept of using team. I created a new team with some agents. Transfered the ticket
Tom assigned this to Fav-Support-Team 2016-11-21 17
but it does not seem to work. The ticket is still listed in My Tickets. And none of the other agents in Fav-Support-Team can see the ticket in the Open ticket view :(Is there a way or a quick hack available to make it possible that all agents can unassign a ticket?