Originally Posted by FRCorey
It happens, but your staff should communicate with each other about which tickets they are addressing. It's amazing how many companies have poor communication skills between the employees. Even fortune 500's have this issue.
Agreed. Communication is a large part of any company, it could come between succeeding and failing.
Back to the original topic:
As far as it goes with WHMCS, refreshing the ticket status page should solve most of your issues. Assigning the ticket to a staff member would provide poor customer service due to not having replies when that staff member is out of the office. (Unless being monitored otherwise)