Auto-assigning of reopened tickets to the same agent

Hey Gaurav,

Thank you for writing to us.

Do you mean to say that whenever a customer replies to a closed ticket, a new one is created instead of opening the old one?

Thanks,

Anna

Hi, i'm wondering if it's possible to auto-assign new ticket to the last agent who was talking with the customer.

Hello,

The closed tickets will stay assigned to the agent unless the default behaviour is modified - Do you un assign tickets after a ticket has been solved by an agent?

Also, there's a default Observer rule that automatically re-opens a closed ticket whenever there's a customer response on the ticket.

Cheers!