We need 2 things doing that aren't possible in the general settings and I guess as they are a bit out of the ordinary, would need custom modifications.The first one is here http://forum.osticket.com/d/discussion//reply-to-a-new-email-address-but-without-going-to-the-original-ticket-creator#latest and the second one is related to the assigning of tickets which I have explained below.As it is, when a new ticket comes in we then assign it to an agent and that agent responds to the ticket creator. Now when the ticket creator then replies back we want that reply to be unassigned again so in a nutshell every correspondence that comes in (whether it is a new ticket or a reply) is always unassigned. This is what my client requires for their specific workflow.If there are any developers that could make these modifications or would like me to explain further then please reply or drop me a PM and I can get in touch with you for a quote.Thanks in advance

This does not appear to be a Suggestion or a Feedback, moving to mods and customizations.

Apollfgies ntozier.You have already addressed point 1 in your other reply but how about point 2, is this a possibility by a modification or does it sound like an impossible task?

I think that it sounds relatively easy, you would just need to make it so when the ticket is updated it sets staff_id in ost_ticket to 0. (which clears the Agent assignment)

That sounds like it will do the trick. I don't know anywhere near enough about the workings of OS yet so can have a dig around in the code but do you have any recommended developers on here or indeed do you do customizations?

I think forum user @[deleted] still does mods and customizations.

Thanks a lot, I did actually drop him a PM earlier on but it looks like he's not in the UK as I am so I'll await his reply.

He's located in the US, I don't know what time zone other than its not EST (-0500). :)

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