Hi, where can i read about how the notification works, i want to install a ticketing system for my customer relationchip department, all tickets will be generated by our employes, all they will be agents, no external user/client will be able to open a ticket.
I have used other ticketing systems in the past and the person (agent) who open the ticket using the web is able to track all ticket lifetime, this is not happening with osticket as soon she assign it to other department and support engineer the ticket disappears from her queue and she is not able to track where the ticket is and what status it has at any given time.
i used to work isomething like this: agents open a ticket and assign it to a department and support engineer, support engineer sees the ticket in his queue but the agent also see it in her queue, support engineer add a note, agent receive a notification and can open the ticket and read the note so she now knows support engineer is working in the issue, support engineer found what the problem was, solve the issue and add another note clearly stating what he found how he resolved it, agent receive another notificaction, read the note, check if everything is fine now and if so, close the ticket.
Is it this weird behaviuer of osticket deleting the ticket from the agent queue by desing or am i missing something?
