Show conversation in both an assigned teammate's and team's inbox, rather than just the team mate. | Community
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Show conversation in both an assigned teammate's and team's inbox, rather than just the team mate.

Related products:Core Inbox
  • October 10, 2024
  • 1 reply
  • 27 views

Allow control over inboxes so that if I have assigned a team and a teammate to a conversation in help desk, it will show in both the teams inbox and the teammates inbox. An example of this is if we have individual customer support team members A, B and C who provide coverage for our software at different points in time based on time zones and then a development team who also operate on different time zones. If a user reports a bug, I want to be able to assign the conversation to a team but also keep myself as customer support team member "A" also assigned to the conversation so that both customer support and the development team can easily access the conversation. Currently the system will hide from the team once a teammate is assigned. I believe this is somewhat already possible with the views feature but requires multiple views to be set up for each combination of customer support + dev team. (Would require 3 “views” for each combination of A + dev team, B + dev team, C + dev team).

1 reply

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Agree this would be helpful. There could be an “unassigned” toggle to preserve the current functionality.