I have it set so that all the agents of a department can post replies (Roles > Permissions > Post Reply), this means that agents can reply to the end-user directly.
However, once the ticket is assigned to an agent from the department, I would like to prevent other agents to reply to the end-user.
Is there a setting that would allow me to do this? Or perhaps to have it re-organized in the ticket so that the internal note tab is prioritized (opened - while the "Post Reply" tab is behind) for agents for whom the ticket isn't assigned to?