Hello!I want to know if the "Claim on Response" feature works only for responses added in the Admin Panel or also added from the email fetching. I want to be able to auto assign the tickets to the first agent that replays at the email. They will access the Agent Panel just for closing the tickets. is this possible?Many thanks and best regards,Adrian
emailed replied from staff are logged as internal notes, not replies.responses in the ui will grab the ticket assignment on the first reply.
Ntozier is correct.
Replies from agents outside osTicket are taken as internal notes and the first agent who replies to the end user gets automatically assigned to the ticket - that's what "claim on response" does.
Hi there!
I've been trying to configure the auto-claim option through the tickets and department settings, but it is not working.
From Deparments settings when I try to remove the checkbox from "Disable Auto Claim" and then when I save the configuration, the checkbox comes againg as it was before.
Does someone has this same issue ? Thanks.
@scarcamoeyg This thread is 5 years old.
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