Hello,
When a note is cross-posted from a ticket, it can unsnooze the conversation but does not trigger reassignment — even if the assigned teammate is on away & reassigning.
This creates inconsistency, as other actions (like customer replies or side conversation responses) both unsnooze and reassign.
Impact:
Reopened conversations can remain assigned to unavailable teammates, leading to delays and the need for manual reassignment.
Expectation/Proposed Behaviour
If a cross-posted note unsnoozes a conversation (i.e., changes its state to open), it should also be able to trigger reassignment rules; assigning the conversation to an active teammate when the current assignee is away & reassigning.
This ensures updated conversations are picked up and handled by active team members.