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HelloWe're looking at bringing in osTicket to our organisation & have a few questions that I am hoping someone here can help answer. This is the way we want the ticketing system op behave:Requester will raise tickets via email by sending a email to a support@ourdoamin.comThe tickets will be assigned to one individual automatically who will review & assign to an agentRemaining communication between the assigned agent & requester will be via email.I think I'm clear on setting up osTicket to work with the email address but if someone could provide some details on this that would be helpful.I've read up on how to assign tickets to a department but not sure on how to assign to one agent first so they can review before assigning to an agent?Now the last one is the sticking point what would help us is giving agents the ability to respond to the tickets via email. I am led to believe this feature is not available due to agent collision. Is there a way to make this work through some kind of modification & does anyone have something they could share with us? I understand the whole notion of agent collision but if a ticket is assigned to one agent then only that agent should be able to respond the ticket, if other other agents respond that's fine but they're response should be added as notes on the ticket. This is just they way I am thinking it could work but I'm open to seeing what others have implemented.Could anyone help answer these questions please.Thanks