Hi Intercom team 👋
We’d love to request a feature that allows tracking of the original team inbox a conversation was assigned to, in addition to the final team inbox it was reassigned to or closed under.
Currently, the "Conversations reassigned" metric only shows where the conversation ended up, but not the original team it was routed through. This makes it difficult to analyze routing paths, understand handovers between teams, and evaluate inbox assignment efficiency over time.
Request: Please enable tracking of both the initial and final team assignments for each conversation. This would help us:
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Analyze team routing patterns
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Identify bottlenecks in assignment processes
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Improve workload distribution and capacity planning
Thanks for considering this! We'd be happy to be notified if this gets picked up 🙌