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I understand that when you reply to a message from a customer the ticket is automatically assigned to myself but I had a situation last week where I wanted to let my team know I was dealing with the customer query but did not yet need to reply to the customer. The chat remained ‘unassigned’ because I couldn’t figure out how to assign it to myself without writing a response to the customer. 

Hey Emily! 

 

Its so nice to meet you, Sean from Customer Support here!

 

Yes you can assign conversations to yourself without replying! You can find out how to do that in this Help Centre Article here: https://www.intercom.com/help/en/articles/6561699-assign-conversations-to-teammates-and-teams

If you have any more questions on this please just let me know! 

Hi Sean, 

Nice to meet you too. 

Thanks for this! It’s really helpful. 

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