Hello, I see a couple of old threads on this dating back years. Each time the response is that it's being worked on, and to look at the road map. I have never seen this mentioned on the road map and each time there's a new patch available this is literally the only thing I care about, but it 's never there :(

We use ServiceDesk Plus mainly to ensure no tickets are missed, but we mainly work out of Outlook. Users email helpdesk, and those emails comes to the inbox of each tech, as well as to SDP. As much as I would like everyone to pick up a ticket before replying to it, that will likely never happen consistently in our organization - as mentioned we primarily work from Outlook and never use SDP to reply to anything. Techs reply to the emails directly and the email address monitored by SDP is included. So email conversations are still tracked in SDP. Our techs do not always pick up their tickets in SDP, they may only go in there to close tickets, so we will often have a long list of open tickets that are not assigned, but you can click the envelope icons too see the conversations. I often find myself having to click the envelope to see who is working on a ticket and then assigning it to that person manually. I like to keep my ticket view showing only ones I have picked up, and ones that are not yet assigned. Since SDP already knows which tech replied first to a ticket, can you please, once and for all, add a feature where if a ticket is not already assigned, if a technician replies to it via email, it will assign the ticket to that technician? This would make things a lot easier for us. I know the software is designed to work mainly out of SDP for communicating, but again we are just very Outlook based, and honestly our users will never us the portal either to open tickets, they will email helpdesk.

Thanks.