In our deployment scenario, we have a voicemail box for our helpdesk. It is configured to forward a voicemail as an email attachment to the mailbox that we are using "mailfetch" to generate tickets.
Currently, a case manager would have to manually re-create the ticket after listening to the message, and set the owner to the appropriate registered user, then close the original ticket from the voicemail box.
I know that a case manager can create a new ticket and assign an owner at this point. Is there a method to re-assign a ticket owner after a ticket is created? Is this a feature that has been considered in the past?
Thanks in advance for the support and great products!