Preventing double answers from different supporters

[morphisto.zet]

Script URL: /admin/admin_ticket.php
Version of script: 3.3.1
Hosting company: webspaceconfig.de
URL of phpinfo.php:
URL of session_test.php:
What terms did you try when SEARCHING for a solution: Searching this forum and hesk.uservoice.com

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Hi, is there an easy way to prevent supporters to write an answer to the customer, if the ticket is assigned to another supporter? I still want my supporter to be able to view tickets assigned to other supporters. Only the option to answer should be permitted. Unfortunately some of my supporters don't refresh the site and don't recognise that the ticket is already assigned to another supporter.

First thought: maybe comapring the ticket-owner and replier in admin_reply_ticket.php. If ticket-owner is assigned and they are not the same, the answer sould only been saved to the draft (name="save_reply") and not sending it?

Or is there an easier way?

[Klemen]

You are looking for Admin > Settings > Help desk > under Features find and turn on "Require owner", then save changes.

This way when a ticket is opened, it has to be assigned first before staff can write a reply. If two staff try to do it at the same time, the second one gets a message saying the ticket has already been assigned to X and doesn't lose time by writing a response.

[morphisto.zet]

If've been working with HESK for half a year now and haven't noticed this setting

Thank you very much!