Hi everyone,
We’re currently optimizing our assignment workflows to improve team efficiency and eliminate cherry-picking.
To ensure a fair workload, we want to restrict our Specialists' view by setting Role > Conversation Access to "Conversations assigned to them only." This forces the team to rely purely on balanced assignment or the "Pull" feature within their personal inboxes.
The Problem
Once this restriction is enabled, Specialists cannot view conversations where they are @mentioned unless the ticket is explicitly assigned to them.
I understand why this happens technically (they don't own the conversation), but it completely blocks our internal collaboration.
Why This Matters
We are onboarding more departments into our Intercom workspace, making cross-functional collaboration vital. Currently, we are forced to choose between two options that don’t suit our needs:
-
Allow cherry-picking just so the team can collaborate via
@mentions. -
Stop cherry-picking, but completely isolate our agents from internal help.
Desired Outcome
We need a way to bypass the "assigned only" restriction specifically for @mentions. Teammates should always be able to view and respond to a conversation if a colleague tags them, regardless of who owns the conversation.
Implementing this would give our managers time back, ensure a fair workload, and keep our cross-department collaboration smooth.
