I am having an issue where if another agent tries to send a reply from a ticket they are not the owner of, the ticket does not send.
It appears in the ticket to have sent, but no reply is sent out and the user who created the ticket does not recieve a reply.
We manage our helpdesk tickets through a shared email box we all have access to.
If the ticket is closed (Where no owner is assigned), or the agent is the assigned owner of the ticket, the response sends without issue.
We need it so that other agents can send responses to tickets not assigned to them WITHOUT the need to re-assign the ticket to them everytime.
I believe this used to work, not sure what has changed?
Using version osTicket (v1.17.2)