a way to make the staff request to take the ticket

[qatifserv]

Is there a way to make a staff opt-in to take a ticket.

the staff shouldn't be able to reply to the ticket or change it's status unless accepted or assigned by the admin to take that ticket.

[Blesta Addons]

if a staff assigned to a department, he can see/response to a ticket opened in that department.

[qatifserv]

unfortunately, I already know that, however, i'm looking for a way to hide the tickets that the staff isn't assigned to in his department.

[Paul]

Only thing I can think of - Create a department for the Staff member, then change a ticket's department when you want to assign it to them. The Staff member will not see any tickets in departments that they are not part of. Easiest way to limit what a Support Staff member sees.