We use the Team conversation attribute to control which Contact Category values are available to teammates. This ensures each team inbox only displays the categories relevant to the team handling the contact.
This currently works for normal conversations, but not for customer tickets that are manually reassigned between team inboxes.
When a teammate changes the team assignment for an existing customer ticket, the available Contact Category values remain linked to the previously assigned team. The teammate receiving the ticket is therefore unable to select the correct category for the new team.
Allowing the category to be selected before the conversation is converted into a ticket does not fully solve the issue, because the customer ticket may be reassigned after it has already been created.
Requested improvement
- Allow Workflows to recognise when a teammate changes the assigned team for an existing customer ticket.
- Refresh Team-dependent Contact Category values after the team assignment changes.
- Alternatively, provide a customer ticket Workflow trigger specifically for assigned team changes.
Example
A customer ticket is initially assigned to Team A and is later reassigned to Team B. After the teammate changes the assigned team, the available Contact Category values should refresh to display Team B’s categories rather than continuing to display Team A’s values.
Why this matters
- Teammates can categorise reassigned customer tickets accurately.
- Tickets do not retain outdated categories from the previously assigned team.
- Team-specific contact-driver reporting remains reliable.
- Attribute dependency logic works consistently across conversations and customer tickets.