If you have activated Autotask ticket and status sync, the ticket queue is synchronized between Autotask and Liongard.

When an alert is created, it enters the designated queue in Autotask.

We are accustomed to transferring a ticket in Autotask to a different queue, such as the 1st line or 2nd line helpdesk. However, when the alert is closed in Liongard, the sync process reverts the queue back. This mechanism is not desirable for us.