Automatic ticket reassignment on outgoing message

Business problem

Currently, agents can send messages to customers on tickets assigned to other colleagues without the assignment changing. This causes customer replies to land in the original assignee's inbox rather than with the agent who last handled the conversation, leading to missed replies and workflow delays.

Wished result

The system should automatically update the ticket assignment to the agent who sends the most recent message. By setting the last outgoing sender as the new assignee, all subsequent customer responses will be directed to the correct person currently managing the interaction.