Assign to the first responder in the group

You can now keep a ticket with the group it was routed to while it waits for a reply. Two new automation actions, assign to first responder from the assigned group and assign to last responder from the assigned group, count only replies from team members in the ticket's group.

When someone outside the group replies first, the ticket stays unassigned in the group's queue instead of moving to them and losing its group. A ticket with no group is assigned to whoever replies first, as before.

To learn more, read our help article.