Looking to see if this is possible at all...

We let our techs choose their own tickets out of the queue. What I'm hoping to find is a method to auto-assign the ticket to the technician(s) as they respond to the tickets either via email or directly within the ServiceDesk portal.

We've had issues where the techs will ask follow-up questions to get more information, but never actually take ownership of the ticket itself.

Does anyone know of a method to accomplish that?