topic Re: Auto assignment to self after first reply in Tickets & Conversations

Auto assignment to self after first reply

CDelCastillo — Wed, 18 Jan 2023 09:19:14 GMT

Hello,

Is there a turn off for this auotmation or a work around for this?

Currently, our team inbox is used for multiple team members where we can mentioned other members in a conversation to take charge of the email request sent to us. Hubsoit automatically assigns that email conversation to the person who first replies to the email and removes it from the "Unassigned" folder/inbox. Is there a way to turn this off?

Thanks!

Re: Auto assignment to self after first reply

PamCotton — Wed, 18 Jan 2023 22:06:07 GMT

Hello @CDelCastillo, thank you for posting in our Community!

I want to invite our top experts to this conversation @Mike_Eastwood @louischausse @Jnix284 can you think of any workaround/advice for the @CDelCastillo matter?

Thank you,

Pam

Re: Auto assignment to self after first reply

Jnix284 — Thu, 19 Jan 2023 15:39:49 GMT

Hi @CDelCastillo unless you are using routing rules for assignments, the default behavior is to assign to the first responder and can't be removed -- but you can establish good practices for reassigning tickets for the person who is creating the note to escalate to the proper individual.

Have you already signed up for the conversations inbox beta? The owner information at the top is more accessible and makes updating much easier.

If you'd rather not reassign and you want it to remain in the unassigned folder, you can use this option to unassign after the initial reply: