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Auto-assign on mail reply

edited June 2016 in General Discussions

Is-it possible to auto-assign a ticket to an agent when he reply by mail?
If not possible, I can auto assign-the ticket to a team by a help-topic, but in this case, the mail sent is the notification of assignment and not the notification of a new ticket. Is-it possible to send the two mails? Information of assignement and new ticket?
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