Title: When agent create ticket
Last modified: April 13, 2026

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# When agent create ticket

 *  Resolved [dotronghiep](https://wordpress.org/support/users/dotronghiep/)
 * (@dotronghiep)
 * [1 month, 3 weeks ago](https://wordpress.org/support/topic/when-agent-create-ticket/)
 * We are using SupportCandy for both customer support and internal support. In 
   some cases, agents also create tickets to request help from other agents. However,
   when an agent creates a ticket, it seems that SupportCandy no longer correctly
   determines the roles. It cannot distinguish which agent is acting as the customer
   and which one is the support agent.

Viewing 3 replies - 1 through 3 (of 3 total)

 *  Plugin Contributor [Nikhil G](https://wordpress.org/support/users/nsgawli/)
 * (@nsgawli)
 * [1 month, 3 weeks ago](https://wordpress.org/support/topic/when-agent-create-ticket/#post-18878705)
 * Hello,
 * Could you please elaborate a bit more on the issue? A step-by-step example of
   how the ticket is created and what you expect vs what actually happens would 
   help us understand it better. If possible, a screenshot would also be helpful.
 *  Thread Starter [dotronghiep](https://wordpress.org/support/users/dotronghiep/)
 * (@dotronghiep)
 * [1 month, 3 weeks ago](https://wordpress.org/support/topic/when-agent-create-ticket/#post-18879683)
 * Hello Nikhil G!
 * Sorry, my previous message was not very clear.
 * My idea is that the ticket statuses should include: **New, Customer Reply, Agent
   Reply, You Reply, Closed**.
 * The specific scenario is: after creating a ticket, I add two (or more) other 
   agents to collaborate. I want to distinguish between **Agent Reply** (when another
   agent responds) and **You Reply** (when I, as an agent, respond).
 * Currently, I can go to the _Ticket Statuses_ page to create a **You Reply** status,
   but I don’t know how to make it appear in the _Tickets list_ page.
 * Thank you very much.
 * Do Trong Hiep
    -  This reply was modified 1 month, 3 weeks ago by [dotronghiep](https://wordpress.org/support/users/dotronghiep/).
 *  Plugin Contributor [Nikhil G](https://wordpress.org/support/users/nsgawli/)
 * (@nsgawli)
 * [1 month, 3 weeks ago](https://wordpress.org/support/topic/when-agent-create-ticket/#post-18879949)
 * Thanks for the clarification.
 * What you’re trying to achieve is not possible in SupportCandy.
 * The system does not differentiate between replies from different agents (e.g.,“
   You Reply” vs “Agent Reply”). All agent replies are treated the same, and ticket
   statuses cannot be automatically updated based on which specific agent responded.
 * So this behavior is not supported.

Viewing 3 replies - 1 through 3 (of 3 total)

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 * 3 replies
 * 2 participants
 * Last reply from: [Nikhil G](https://wordpress.org/support/users/nsgawli/)
 * Last activity: [1 month, 3 weeks ago](https://wordpress.org/support/topic/when-agent-create-ticket/#post-18879949)
 * Status: resolved