Hi,
We’re running into an issue where, after a snooze period ends or when Jira comments unsnooze a conversation, the conversation reopens under the agent who is currently away. This leaves a pile of unattended conversations.
Just like the Reassign replies toggle ensures new replies are routed back into the queue, we think unsnoozed conversations assigned to an away agent should also be reassigned so another agent can pick them up.
I see there are other clients above that have the same problems.
+5Hey
I agree this would be super helpful! Our team runs into this same issue when teammates go on PTO or are out sick. For the time being, something we do is each manager pins their individual teammates inboxes to the sidebar so that they can easily check in. We review their inboxes anytime they take a sick day or extended PTO to action on conversations that might have gotten this.
Definitely not a perfect solution, but might be helpful to build into your team’s workflows for the time being!
Hi
Thank you for your response.
Our support team is structured so that each of us spends 2–3 days per week dedicated to the help desk, while the rest of our time is focused on other responsibilities. This means the situation isn’t limited to sick days or holidays. On a regular basis, agents need to check their teammates’ inboxes every few hours for updates.
In our previous support tool, we could automatically unassign all “on hold” tickets when going offline. Unfortunately, this doesn’t seem possible in Intercom. If a ticket or conversation is manually unassigned, the workflow and snooze settings are disrupted, which makes it difficult to manage. (This was not necessarily ideal either. Preferably the un-snooze and reassign would be a better solution in general, that is stated in the original wish.)
+2Hi
Good news! Our product team just released the feature requested above. 🎉
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