Hi, as admin, you can answer to tickets you do not own. For unlock, you have to be owner of the ticket... Glossop, Andrew a écrit :

As Admin, I want to be able to unlock a ticket. At the moment I have to change the owner to myself. Is there a way to be able to unlock tickets easily? Ideally there would be an unlock link at the top of the ticket (in AgentTicketZoom).

Also, is it possible to answer a ticket without being the owner? As Admin I often want to do this, without having to own the ticket.

Kind Regards,

/Andrew Glossop/

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