Auto-assign to the teammate who already has an open ticket with the same customer (by company name/domain)

Hey ​@Evie Lynch 👋, 

At present, Intercom doesn't natively support a feature that auto-detects existing open tickets to match assignments.

To be honest, I’m generally a bit wary of this workflow from an operational perspective. For instance, if a customer has an ongoing ticket with Sales (who typically work 9-5) but reaches out to Support (who might be 24/7) with an urgent issue, routing the new ticket to the same Sales rep could cause significant delays and lead to churn.

However, if you are keen to implement this and your team size is manageable, you can achieve it using a "tagging loop" across three workflows:

1. The "State Marker" Workflow When a ticket is assigned, update the Customer with a specific tag.

• Condition: Ticket assigned to Roy → Action: Tag Customer: #Active_Roy

• Condition: Ticket assigned to Evie → Action: Tag Customer: #Active_Evie

2. The Routing Workflow When a new ticket is created, check for that customer tag.

• Condition: Tag is #Active_Roy → Action: Assign to Roy.

• Condition: Tag is #Active_Evie → Action: Assign to Evie.

3. The Cleanup Workflow To ensure this doesn't break once a case is finished, you must clear the tag.

• Condition: Ticket status changed to Closed → Action: Remove the specific #Active_ tag from the customer.

Pro-tip: If you want to avoid cluttering your workspace with dozens of tags, you can use a Custom Conversation Attribute (e.g., "Current Owner") to store the teammate's name instead.

This is likely the best workaround for now. If you’d like a quick screen recording or a few screenshots of how to build these out, just shout!

Cheers,

Roy 🇬🇧