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I’m having a problem where intercom will automatically assign tickets to a team but not assign them to anyone within the team. This results in the team missing tickets because they aren’t assigned to anyone. I’m wondering if anyone else has encountered a problem like this and if so, how they fixed it.

 

Right now I’m trying to solve this issue by setting an arbitrarily high workspace ticket limit, setting the team ticket type to balanced, and then setting to 0 the ticket limit for team members that should only receive ticket assignments manually.

 

If anyone has any ideas for what to do here, I’d appreciate the help

Hi there 👋 Jacques here from support engineering.

To ensure a teammate gets automatically assigned to a ticket after the team gets assigned, you should first ensure that Balanced Assignment is enabled for your team’s inbox. This can be done in Settings > Teams & Roles. Once enabled for the team, the system will wait for an eligible teammate to become available to receive more conversations. Eligible teammates are those who are active, members of the team inbox, and have open conversations less than their assignment limit.

To manage the distribution of conversations more effectively, you can adjust the prioritization attributes in Settings > Help Desk > Workload management. This will determine the order in which conversations are assigned to available teammates. Remember to also set the assignment limits appropriately in the workspace tab to control the volume of conversations assigned to each teammate.

Hope this helps! Feel free to reach out to our Support Team via the messenger if you need more help with this! :)

Thank you, I think I solved this though. The issue was that the option to exclude tickets from automated balanced assignment and teammates capacity calculations was enabled.

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