Instead of requiring the agent to assign themselves to a ticket, what if the action of replying to that ticket would auto assign the agent to that ticket. This would save a step and insure that those agents/supervisors that are just reviewing or posting notes on the ticket don't inadvertently take ownership of the ticket.
Closed for Voting
Agent Auto Assignment
Hi Luke
Observer can help in such cases. You can use the Observer to automatically assign the Ticket to the Agent, who replied to the Ticket.
Hope that helps here.
regards
Vijay
Hi Luke
Observer will be triggered when an Event happens on the Ticket.
This is a default rule we provide in Freshdesk now.
Screenshot attached.
regards
Vijay
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