Sharing as I'm sure others will find this useful; my user's wanted to have a way for the ticket to automatically flag as unanswered when it was transferred between agents and or teams as a visual indicator that the ticket needed attention. In class.ticket.php add the following just below "$this->logEvent('assigned', $evd);" around line 2224://Will mark tickets unanswered on assignment to and from agents/teams. $this->setAnsweredState(0);