Hi Barry Neary, oh, yep there were a couple of sticking points for our particular workflow:

1. We really wanted a 'ping all' approach when a new message convo comes in - rather than it automatically assigning to one person directly.

2. We sometimes have to hand a messaging ticket over to a different region, so we'd chat with the customer and let them know, and then try to leave it in 'unassigned' - but it would then auto-assign to someone in the team.

I know that some of the above may be a case of we're using it wrong, but in some cases that was how we were needing to use the system - we looked into trying to exclude auto-routing using tags (or rather, not having the auto-route tag) but it didn't work for messaging tickets - they were always auto-routed, and assigned to someone directly.

Having the ability to say 'no, DON'T auto-assign ticket type x' etc, would have fixed it for us.