Set Out Of Office for Ticket Owner

BridgeheadIT — Thu, 22 Jun 2023 23:09:12 GMT

Is it possible for a HubSpot user to set an out of office so that other HubSpot user will see that and not assign tickets to that user for that time period?

Re: Out Of Office

jolle — Mon, 19 Jun 2023 18:25:28 GMT

Hey @BridgeheadIT, thanks for reaching out!

There are other users asking for this functionality. I strongly encourage you to upvote this HubSpot Ideas thread and share your thoughts and use case for the best shot at making this a reality.

I'm not sure if there's an intuitive workaround for preventing the tickets from being assigned to an OOO user (unless you make a note in a shared communication channel), but you could create a filter that would show you the tickets owned by that particular user. You could then reassign them as needed if any new tickets are assigned during the day. You could also consider having the OOO user change their user's name in HubSpot to include "OOO" or "Don't Assign" or something like that, but they would need to remember to change their name before and after their time out.

Sorry I can't be of more help!

Re: Out Of Office

OPerek-Clark — Tue, 20 Jun 2023 14:50:25 GMT

Hi @BridgeheadIT,

There is a HubSpot app called Distibutely that allows you to set up OOO rules for contact, company and ticket assignments. This way when someone is off, they can be skipped in the assignment rules and assigned to someone else who is active. I highly recommend checking it out.

If you're interested in learning more about the app or would like a live demo, let me know and I can connect you with the team!

Re: Set Out Of Office for Ticket Owner

EPBrivity — Thu, 09 Nov 2023 20:25:36 GMT

Hi All! Using a workflow combined with owners/contacts scopes of the API I have been able to create this functionality.

Step 1: Create a new property on contacts. This will be where you store your Out of Office or Available status for your team members (owners).

Step 2. Create a branch in the workflow to filter out any tickets that have no Owner - add the following steps to the branch for tickets where Owner is known.

Step 3: Use a custom code step in your workflow to get owner for the ticket owner. Note that you will need to have a Secret selected and pull in the Ticket Owner property in from the trigger step. Also ensure that you have the outputs added to the Data outputs section:

Step 4 - Create a branch based on the value of of availability

Step 5 - On the branch where availability equals "Out of Office", create a step to clear Ticket Owner.

Step 6 (Optional) - You can also use the API to create a note and associate it with the ticket from your trigger. Make sure to select the appropriate outputs from your first code step as inputs in the Properties to include in code section in this code step. Here is an example of what we did, although you can edit the verbiage in the hs_note_body section:

Here is your TLDR on how this works:

- first code snippet will find the Ticket Owner's Email address using their ID

- as long as there is a corresponding contact in your Hubspot CRM with the same email address as the owner, the code will look at the Availability property on that contact and return the Out of Office value or Available value. The email that you see in the top-right corner when you click the dropdown should be the email of the contact you set the Availability value for:

It's not a perfect solution, but it should get the job done. When members of the team go out on vacation, they are instructed to set their Availability to Out of Office before they leave, and if someone calls out sick, a leader will go set it for them.

I am not an expert at this stuff, but actively learning and would love feedback if anyone runs across this and finds ways to make it better. Let me know if you have any questions or concerns!

Regards,

Ethan

Re: Set Out Of Office for Ticket Owner

Samanderson41 — Thu, 30 Jan 2025 01:41:31 GMT

If you have Service Enterprise! Here is how:

1. Set up Routing rules -- this is where you can get granular with how incoming tickets (from chat, forms, email, etc). Language, geography, topic-based + more can be set up here.

(Skills are managed under each user's profile. They are User properties to setup and select from

2. Check the box to make sure tickets are only being assigned to AVAILABLE users.

To fully put this in action, make sure your team does both or either of the following:

Manually set Away status when out of office or away from desk
In their User profile under preferences, set their working hours and also any same-day or future out of office (during these times their status will auto set to "away")

This will allow you to skip ticket assignments of those not available either due to OOO or away from their desks.

topic Re: Out Of Office in Tickets & Conversations

Set Out Of Office for Ticket Owner

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Re: Set Out Of Office for Ticket Owner