We have implemented Web Help Desk successfully and everything seems to be working correctly. However, we still have some techs that just prefer to email everything and that's not the problem. The problem we face is some of these techs will reply to the ticket without adding their username after the "Reassigned:" tag of the subject line and they ultimately close the ticket without assigning a tech.
I have worked with other ticketing systems in the past that will auto-assign the ticket to the first person that responds to the ticket. Is it possible to force that when adding a tech note via an action link in the email?
