Will Sheldon,
I think what Gerald hinted at (among other parts of his answer) is that there's
one more thing an agent can do with another's ticket: He can re-assign it to
himself. In the OTRS version I am accustomed to, it's
- display the ticket in full
- choose 'owner' action field
- choose yourself as new owner, and submit.
Then he can reply normally. And if he wants, he can afterwards again re-assign
the ticket to the person it was assigned to in the beginning.
Hope that helps,
Susan
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