Assign

Problem When conversations queue due to capacity limits in load-balancing rules, admins have limited visibility and control—they can't see the hidden queue or prioritize which conversations should be assigned first. Request Give admins visibility ...

Problem When the current assignee goes out of office and a conversation reassigns to the next person, if the original assignee becomes available again before their turn in rotation, the conversation doesn't reassign back to them. Request When usin...

Request Block or warn when a teammate tries to manually assign a conversation to someone whose status is currently set to Out of Office, so work is not silently routed to unavailable teammates.

Problem When inboxes function as work queues, they can become overloaded, impacting team capacity and response times. Request Support load balancing or round-robin distribution across inboxes to prevent any single queue from being overfilled.

Problem The "Keep assignments when teammate is out of office or busy" setting is all-or-nothing, applying the same rule to new assignments, existing assigned conversations, and snoozed conversations. Request Allow separate configuration for how ea...

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...