Philip Crump

+1 to this feature. We have customers that want to be able to allow their customers to start the conversation again from the welcome message. This would be a big boost to flow builder.

Sam Livingstone I'm not sure this works with Messaging, I can't get it to anyway. This looks like a live chat widget call which I think will only work with the web widget (classic). 

I'm happy to be proven wrong if you can show the code working with Messaging?

Thanks

I have found a weird behaviour with this setting. When an agent does forward in a customer's enquiry it seems to set a Group itself. Initially I thought it chose the system default group, but on my demo instance of Zendesk it seems to have selected a random Group. 

This is an issue because for a lot of Zendesk setups the expectation is that a ticket arrives with no Group, so you setup Triggers with 'Group is -' as a condition and route the tickets from there. But because the ticket already has a Group, these Triggers get bypassed. Can anyone explain what logic is being used here to set the Group?