I just found out by our support that a ticket cannot be marked as solved if the user who is looking into it it's not the original requester.
This is quite a throwback as we have many organizations who want to actively control their tickets. If an agent from this organization leaves the company, his tickets remain open until one of our agents closes it with no reply policies.
Does anyone know if its in the roadmap to include this feature, even with HTML custom editing?
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