Unassign the ticket when the customer replied

Hello @jhimross

Thanks for contacting us.

It is not possible to unassigned a ticket when customer reply but we have a workaround to fullfill your requirement.

Using the visibility condition for agents, you can allow agents to view and reply to tickets that are assigned to others.

So when a customer replies that ticket will have the status “Awaiting agent reply” so any agent can reply to that ticket.

To set visibility conditions, please go to the Dashboard > Support > Support Agents > Agent Roles > Select Role > Edit > View Tickets/Reply Tickets > select the visibility condition.

 

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