Hi Kevin! Cat here from the Front support team.

I’m afraid this is default behaviour, however there is a workaround for this available which is to create a Macro for this kind of escalation. Here’s a very simplified example:

Essentially what happens here is that when this macro is selected by a teammate, the macro moves the conversation and then assigns (re-assigns, really) the conversation back to the previous assignee based on the Dynamic Variable I created.

If this sounds like it would work for your team, I’d recommend taking a look at some of the docs on Macros that we have: https://help.front.com/en/categories/325696-macros

Please let us know if you have any questions or concerns!

Cheers,
Cat

Hi Cat!

Thanks so much for replying and for the idea! We are still on a legacy plan without access to macros, will consider upgrading and test this out if we do so.

Thanks again!

Cheers,