We have multiple mailboxes configured to automatically assign tickets to reps using round-robin assignment. However, when a FIN user manually creates a ticket or conversation and assigns it to a team inbox, it remains unassigned to an individual rep, bypassing the round-robin flow.
Could we enhance this functionality so that tickets and conversations manually added to a team inbox are automatically assigned to the next eligible team member in the round-robin rotation?
This helps enhance the rep’s response time as the tickets left unassigned do not get noticed immediately.
