When we link a back-office ticket to an open conversation that we are working on, it does not automatically assign that ticket to the user who created it and is in charge of completion. This often leads to the ticket being left “unassigned” which poses a lot of issues and then manual clean up for our team.
It would be ideal for the back-office ticket to auto-assign the user who created it to avoid it becoming unassigned and then us having to clean up the unassigned folder often.
Best answer by Jacques Reynolds
Hey
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.
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In a nutshell:
https://api.intercom.io/tickets/{id} -
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 :)
+7Hey
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.
+5
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