Currently when one agent is assigned, but another agent wants to answer the ticket the ownership doesnt change to current agent (when pressing reply)
Because our support agents work in multiple groups and we dont look at owner (unless its a specific ticket). Every ticket has to be answered, we dont mind if its Agent A or Agent B.
But because the ownership doesnt change the signature is from the old owner and the agent who wants to reply on a ticket has to change the owner first before replying.
We are receiving 350+ tickets per day and changing owner everytime is very time consuming.
It would be great to change owner in click (click reply) and this can even be done on the background (eg javascript) and when ticket refreshed after answering you see the owner change.
Closed for Voting
Auto assign Agent when reply'ing
Yes, this is very very helpful without agent collision. We had this on OTRS with with auto lock
Can you add this? It's useful if the auto-assign is forced when I click on reply not when I click on send/resolve.
Changing owner everytime is very time consuming
I might be missing a reason, but I think an observer rule like this one would take care of claiming ownership if you reply to a ticket.
+12Hello,
If an agent replies to a ticket that has no other agent attributed, Freshdesk will automatically assign the ticket to the replying agent. This has been taken care by the default Observer rule (Observer rules can be triggered to run on updates made to a ticket) "Automatically assign tickets to the first responder". This rule will be available by default for all accounts.
Cheers!
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