Currently, in tickets if a support agent reply's to an email in a ticket and the ticket is unassigned, it does not assign the agent to the ticket. However, if you Create an Email to respond to the ticket, it does assign the user.
This creates confusion on the part of the agent because they expect if it is unassigned for the ticket, then the reply should assign to the responder whether it is from a create email or a reply email.
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