Ticket Owner not syncing in Conversation Inbox

[Emmanuele1]

The Ticket Owner and the associated Conversation Assignee are not synchronized.

When the Ticket Owner is updated directly within the ticket, the change does not reflect in the inbox. Is there a solution for this?

[SanjayKumar · Accepted solution]

Hi @Emmanuele1,

You can try this approach:

1. Go to Automation > Workflows and create a conversation-based workflow.
2. Choose Ticket Owner is known.
3. Use If/Then Branch for each Ticket Owner. (As per your users)
4. In each branch, set the Conversation Assignee to match the Ticket Owner.
5. Verify branches and activate the workflow.

[PamCotton]

Hey @Emmanuele1, thank you for posting in our Community. 

The ticket owner and conversation assignee are not synced by default. You can use a workflow to automate these updates.

To our top experts @Lucila-Andimol and @Gaurav_Aggarwal any recommendations for @Emmanuele1 matter?

Thank you,

Pam

[Emmanuele1]

Hi @PamCotton , thank you for the reply.

I did try to automate this using workflow, but it seems there’s no available option either, as the conversation properties are grayed out.

 Tried in conversation-based & Ticket-based.