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.


This site will teach you how to build a WordPress website for beginners. We will cover everything from installing WordPress to adding pages, posts, and images to your site. You will learn how to customize your site with themes and plugins, as well as how to market your site online.

Buy WordPress Transfer