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When a new ticket is created, we have a Ticket Created event setup that emails the contents of the ticket to a distribution list containing all our agents. This works great.
What I want to be able to do is have the first person that replies to that email become the agent that the ticket is assigned to.
I have tried setting up a Ticket Message Received event and added an action to Pin Ticket to Agent but this does not seem to work.
Is this possible?