topic Re: Limited Access for Ticket Responder in Tickets & Conversations

Limited Access for Ticket Responder

RSwitonski — Fri, 18 Mar 2022 14:22:11 GMT

Hi guys,

We are hiring someone to work out of hours support for us - emails currently come in and a ticket is generated, I am trying to work out what the minimum permissions are for them to respond to new tickets without the ability to delete any records from hubspot.

This new hire shouldn't be allowed to view / edit existing contact records, we only want them to be able to respond to new tickets that arrive when we are closed for the evening - either myself or a colleague will then finish handling the ticket during our working hours.

Based on the current permissions I have assigned to a test profile the user cannot see any tickets as they aren't the ticket owner - I was thinking of making a workflow that automatically assigns new tickets to this user if it is during their work hours. This way they only see tickets relevant to them.

Does this seem like the most logical solution, i.e to restrict their access wherever possible?

Re: Limited Access for Ticket Responder

karstenkoehler — Sat, 19 Mar 2022 06:49:21 GMT

Hi @RSwitonski,

Yes, it does. You would set record access permissions to "owned only" and not grant any delete permissions (or permissions to any other tools).

Your ticket-based workflow could run on outside of business hours (Settings > General > What times do you want the actions to execute?). Make sure to only enroll contacts where "Ticket owner is unknown" and unenroll ticket immediately when they have an owner (Settings > General > Unenrollment and suppression). Any ticket your team handles throughout the day, must also be assigned a ticket owner.

Hope this helps!

Re: Limited Access for Ticket Responder

RSwitonski — Wed, 23 Mar 2022 14:57:53 GMT

Hi Karsten,

Thanks for that, some good ideas there.

Currently in my test scenarios I am unable to respond to tickets as the test account is not the owner of the contact.

Do you know which permission needs editing to allow this?