Issue: Tickets Owner and associated Conversation Assignee are not linked.
Use Case: Our support team rotates who is on call. Whoever is on call during a specified period of time will answer incoming client issues for that period. To facilitate this, we have the Conversations Inbox set to unassigned for new incoming messages. We also have it set to automatically create new tickets, which also have the ticket owner as unassigned. If a support rep claims a Ticket they set themselves as the owner, BUT the associated Conversation is still shown as unassigned.
As a result it diminishes our team's ability to work out of both the Ticket and Conversation areas concurrently, as ownership of something in one area is not reflected in the other. This reduces the usefulness of the Conversations Inbox.
Solution: When an unowned Ticket (automatically created from a new Conversation) has it's owner set, also assign the associated Conversation to the same user.
Awesome thanks for the feedback! We are currently looking at ways to solve this problem, both natively within the app and also later in workflows. I will post when I have more information about the solution and a timeline for each part.
Thanks so much for the feedback. We are currently looking into this issue, so updating the status. I will provide more details and a timeline as we dig into this.
I am curious about a couple of things and would love some input as we think through this problem.
1. Would you always want the conversation owner and the ticket owner to be the same?
2. If not, what are the use cases that you would want the owners to be different between conversations owner and ticket owner?
Feel free to email me at email@example.com to chat in more detail about this issue.
Thanks in advance for the feedback!
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