You would have to install the Shared Ownership App on your account as shown in this solution article.


After this is done, there are two steps involved.


1. Map internal groups to a ticket status:


Go to Admin > Ticket fields 

Excluding the 4 basic statuses of ticket, map the custom statuses under Mapped Internal Groups.

NOTE: Don't forget to include Customer responded.


2. Set up observer to make sure everyone's in the loop:


Go to Admin > Observer and select New Observer Rule


Set up observer rule as below:

Event: Reply IS sent'

'OPEN' only for 'Non-shared'.

Performed by: Requester

Match ANY: Status is NOT //tag Open FRC, DR DA, WLR etc 

Action: Set status as OPEN

Send email to Assigned Agent