Apr 22, 2021 12:41 AM
I do appreciate any assistance that can be provided to this matter.
Currently, we have 25 support agents that work around the clock answering emails and support tickets. The problem we are facing is that once an email is sent, it is assigned to that user. But the majority of the time a response is given once that agent is done with their shift.
I am looking for a way to automatically keep sent emails unassigned so that any agent can address them. They place them in different status groups so that everyone knows what needs to be done.
Any help is much appreciated.
Apr 22, 2021 6:28 AM
Hi @PStaff ,
To stop assigning conversations automatically, go to Inbox settings and turned off this toggle:
Hope this helps!
If we were able to answer your query, kindly help the community by marking it as a solution.
Thanks and Regards.
Aug 30, 2021 11:44 AM
That toggle seems to be for having incoming emails be auto-assigned to a user or team. It does not effect initial outgoing emails from being auto-assigned to the person who sent it. Is there a way to turn that off?