The first agent to reply to a ticket should be automatically assigned to a ticket except in the case of an out-of-office auto-reply. Too often an agent will reply via email and then any replies from the person submitting the ticket are not seen. If someone is replying from a phone where they can't assign the ticket, no further help can be given unless they take it outside of TeamViewer emails, and then the thread is lost.
This is long overdue... 🙂
