@Nicolette Godlove while there is no “easy” way to assign this backoffice ticket to the creator, you can create 2 Data connectors that, coupled with a workflow, can set the assignee to the author.
In a nutshell:
So now 2 options… either you’re technical enough to understand it and apply it, or you’re not and I can give you a more detailed way to do it. Let me know :)
Hey @Nicolette Godlove 👋 Jacques here from Intercom Support. I hope all is well today!
Currently, Intercom does not provide a built-in feature to automatically assign a back-office ticket to the user who created it when it is linked to a conversation. This means tickets may remain unassigned and require manual assignment, which can lead to workflow issues and additional clean-up for your team.
The most common workaround is for the teammate who creates the back-office ticket to manually assign it to themselves or the appropriate teammate at the time of creation. While this is not ideal, it is the only direct method available within the current product limitations.
Intercom’s Workflows feature allows you to automate certain ticket actions, such as assigning tickets to specific teams or teammates based on ticket type or other criteria. However, there is no trigger available for “when a ticket is assigned” or “when a ticket is linked to a conversation” that would allow for true auto-assignment to the creator. The available triggers are “A ticket is created” and “Teammate changes the state of a ticket.” These can be used to assign tickets based on type or other attributes, but not specifically to the creator by default.
@Jacques Reynolds why would you dismiss my answer even though it does acknowledge the lack of workflow etc, but actually gives a real answer to the problem stated?
@Steeve Cayla Thank you so much! We will give this a try :)
@Nicolette Godlove let me know how it goes! It should be pretty straightforward!
