Owner tickets

[kiz]

Hi, in first place sorry for my english!!!

I have a problem with the owner tickets. We have three 3 agents(with all the privilegies), when one of them is outside, the other two can answer all tickets. The procces is in first place, to change the owner and after that to answer the tickets, but when we change the owner the mail doesn´t change and all the new answers from the customer and agent are sent and received from the firts agent mail. We can change the owner but not the mail.

I hope you understand all the explanation, thanks for your time.

[Mothra]

Not sure if I've understood your problem correctly but responses from tickets are not sent via the Agents' email addresses; they're sent from the email address associated with the queue the ticket is currently in e.g. support@mycompany.com. This is so that when the customer responds to the ticket, it comes back to that single address and the follow-up is processed correctly.

[kiz]

Thanks for your response Mothra, i can´t change the email address, i can only move a ticket to other queue for change the mail, is not the thing i want to do, but... it is the unique way.

Thanks