Hey!

We have the need to get the capability of auto-assign tickets to the first email-responding agent. So, whenever an agent will respond to the ticket via email, the system will automatically assign it to that specific agent.
We have this working by editing class.thread.php and class.ticket.php files.
We would like to create a module, which would access/modify that function, but it looks, it is not possible.

Is there any way forward to solve this issue, other than modifying the original files?

Thanks!

Agent emailed responses do not update the ticket, so the build in Agent Claim on response wouldn't be helpful in this care. If you have the Agents use the UI it can do that automatically.

I do not know of a way to do either of the things that you asked (1. have agent emailed replies update the ticket, 2. have it assign the ticket to that agent) with out modifying the core files.

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