For messaging tickets, we must click “take it” and then submit the ticket as open, and then find it again in the view to answer it. Super cumbersome. We have been advised that this is just the “inborn rule” and the way it is.
Has anyone found a workaround that lets any agent begin working on a ticket without "taking it" and then closing and re-opening the ticket?
It's possible that whenever you are updating the ticket or clicking open, "Closed tab" is currently selected. You need to make sure that "Stay on ticket" is selected to avoid this behavior from happening.