Greetings!
I was looking through the automation rules, and it made sense to have "unclaimed" (unassigned) tickets be assigned to the Agent or Collaborator who posts a comment.
Triggering on comment and assigning it to the user who triggered the rule, while the assignee field is empty, works great (I know I would probably need some logic to exclude non Agent/Collaborator users). However I wasn't able to find anything that would allow me to differentiate between a "reply to customer" and "internal note" comment.
I think it makes sense for internal notes to be excluded from the auto assignment rule, but would this be possible?
