Assigning

Problem Only one person can be assigned to a conversation, but multiple team members sometimes need shared ownership and responsibility for the same conversation. Request Support assigning multiple teammates to a single conversation so they can co...

Problem When composing from a shared inbox, drafts remain in the shared inbox by default, and teammates often forget to assign themselves, causing drafts to clutter the shared space. Request Automatically assign new drafts to the person who create...

Problem When merging conversations assigned to different team members, the merged conversation is assigned based on alphabetical order rather than intentional selection. Request Prompt the user to choose which assignee should own the merged conver...

Problem When a conversation is already assigned to one teammate, another teammate who replies must manually reassign it to themselves, adding extra steps and creating potential accountability gaps. Request Add a team inbox setting to automatically...

Problem Availability status is displayed when assigning a teammate but not visible once they're assigned, making it difficult to quickly see if an assigned teammate is available. Request Display the assigned teammate's availability status (availab...

Problem When reassigning a conversation to a different inbox or assignee, the conversation immediately disappears from the user's view, preventing them from adding internal comments or additional context before the change takes effect. Request Add...

After a recent update, when a conversation is assigned to the user the format of the heading of the conversation of the assignee in the side panel is now "Sender > me" previous to the update it was "Sender > FirstName LastName". I'm requesti...