Assigning a ticket removes it from the team

[Cousclou]

I think it would be useful to have an option that keeps the ticket visible to the team even if it's assigned to a user.

[abhinavxd]

Team inboxes are meant for team members to pick tickets from. From an agent's perspective, it doesn’t matter to them if a ticket has already been picked up by someone else on their team.

This is how intercom does it.

[Cousclou]

Ok, I understand better now, but wouldn't it be possible to have an option to keep it in the teams? Let me explain.

I use teams as a way to sort tickets—it makes organizing them easier. If it's not possible, that's fine; adding the webhook will allow me to leave tickets unassigned and receive a notification in case of an update. Of course, if the webhook can be configured to send a status notification for all tickets, that would be even better.

[abhinavxd]

For that you can create a view and save it, Apply this filter.

[Cousclou]

Thank you, I’ll do it like this