How to make sure notifications work after a ticket is closed and unassigned.

Question

We have recently started using tickets and the reporting doesn’t seem to make sense. When conversation is started, everyone on the team will get a notification. Once someone on the team responds to the conversation, it is automatically assigned to that person. In the past, we would unassign a conversation before closing to make sure everyone would get an audible ding if the person replied to the conversation. If the conversation was still assigned to the teammate who originally spoke with the customer, only that person would get a notification. We have been doing the same thing with tickets and unassigning it once the conversation is closed. The issue now is that the tickets are showing up as unassigned in the reporting so we don’t know who took care of the issue unless we go into each ticket. Why is “unassigned” showing up as the teammate who took care of the ticket? How do we make sure everyone gets a notification when a new conversation or email comes in? How do we make sure the teammate who replied to the customer and worked on the ticket shows up once it’s closed?

mateusz.leszkiewicz · Accepted Answer

HiAmy Fawcett,It’s Mat from the Support Engineering Team 😀From what I can see it might be an issue with the workflows you have in place. It might be helpful for some of our team to review your setup and help you resolve that issue.I’ve created a conversation in Intercom for you. Some of my colleagues will be with you shortly.Please continue this thread there.In the meantime and just to be sure we're on the same page, could you take a look at the article below in case you haven't seen it already?https://www.intercom.com/help/en/articles/9630589-route-customers-to-the-relevant-support-team

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded