Right now, the only workflow trigger related to ticket assignment is “If teammate changes the conversation team assignment.” However, this trigger only works when the team assignment changes on a conversation. It does not trigger when a conversation is assigned directly to a specific teammate. We’d like to request a new Workflow trigger that fires when a conversation or ticket is assigned to a specific teammate, rather than only when it is assigned to a team.
Why we need this:
Conversations may initially be handled by Fin or remain in an inbox before being assigned to a teammate. If an existing customer reopens an old ticket, the teammate best suited to handle it may also be different, so the ticket may need to be reassigned. When a ticket is assigned to a teammate, we need Intercom to automatically apply that individual’s SLA via a Workflow, but this isn’t currently possible. Our teammates work across different time zones, so their SLA requirements vary. The SLA therefore needs to be based on who the ticket is assigned to, rather than which team it is assigned to.
As our teams grow, it’s unrealistic to expect the person assigning a ticket to know which team to select or which SLA applies to each teammate. The teammate assignment itself should determine the correct SLA.
Ideally, the workflow would allow us to set a condition such as:
“When a conversation/ticket is assigned to [specific teammate] → apply [that teammate’s SLA].”
This would allow us to automatically apply the correct individual SLA at the moment of assignment, without requiring the person making the assignment to manually select the appropriate team or understand each teammate’s working hours/time zone.
In short, we need teammate assignment—not team assignment—to be available as a Workflow trigger.