This has been long requested and it's hard to believe it hasn't been done yet. Considering that a user opens a ticket and emails are sent to agents, we request that the first agent to reply to that email would be assigned the ticket. Please.
This has been a hassle for us for years as one agent tends to reply and then doesn't assign it to themselves and never sees any of the replies after that. The users get frustrated because they are giving feedback and no one sees it.
Additionally, it would be great if there was a mail configuration that would email all other agents when a ticket was assigned to an agent. Often a ticket will come in and I'll start to work on it and before I can send a reply, another agent has already started on it. This seems easy enough to do and I've seen others requesting it.
Both of these would make agents jobs easier. Please, please, please add these features.
