Unassign the ticket when the customer replied

  • Is it possible to set the ticket unassigned when the customer replied? We want to put the ticket back on the waiting queue where somebody can pick the ticket again. Is there a settings or code snippet for that?

    Thank you for the awesome plugin and for your help!

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Milind Ighe

    (@miliighe)

    Hello @jhimross

    Thanks for contacting us.

    It is not possible to unassigned a ticket when customer reply but we have a workaround to fullfill your requirement.

    Using the visibility condition for agents, you can allow agents to view and reply to tickets that are assigned to others.

    So when a customer replies that ticket will have the status “Awaiting agent reply” so any agent can reply to that ticket.

    To set visibility conditions, please go to the Dashboard > Support > Support Agents > Agent Roles > Select Role > Edit > View Tickets/Reply Tickets > select the visibility condition.

    Thread Starter Jhimross Olinares

    (@jhimross)

    Thank you!

Viewing 2 replies - 1 through 2 (of 2 total)
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