Is there a way to have it so when a service desk tech comments on a ticket it assignes them to it?

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  • You could probably do that with a custom ticket rule.

    What happens when another service tech comments on the ticket, are they the new owner?
    • No i'd just like to have that initial contact assign the case
  • If you use the @owner variable when responding to a ticket via email it should change the owner to whatever is entered. For example @owner=joe. This information is found the in KACE1000 Service desk guide under "Creating and managing tickets by email"
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