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Within a Conversation Inbox, you can only assign a Conversation to an individual but we would like for the ability to assign a Conversation to a Team so that it could then be round-robin assigned to an individual.
Our company has a Tier 1 team that answers most emails that come into our Inbox but there are situations where the client has a question/issue that they cannot answer/fix but is not a complicated thing or something that will take time so associating the Conversation with a Ticket to pass it over to a Tier 2 team simply so it can be round-robin assigned feels a bit excessive.
The ability to assign to a team within the same inbox or in another inbox is now available. To learn more, please see this KB article.
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