topic Unable to See User in Ticket Owner Dropdown in HelpDesk in Tickets & Conversations

Unable to See User in Ticket Owner Dropdown in HelpDesk

dtg001 — Mon, 21 Oct 2024 08:25:09 GMT

Hi all,

I am trying to add a user as a selection in the Ticket Owner property in HelpDesk but am unable to see their name in the dropdown menu.

Here are the steps I’ve already taken:

1. Added the user in HubSpot Users & Teams with a View Only seat.
2. Added them as a contact under Associated Contacts.
3. Added their company in Associated Companies.

Despite these actions, the user does not appear in the Ticket Owner dropdown.

Thanks for you help.

Re: Unable to See User in Ticket Owner Dropdown in HelpDesk

Jaycee_Lewis — Mon, 21 Oct 2024 23:04:14 GMT

Hi, @dtg001 👋 Thanks for your question. I'd like to invite some of our brilliant community members to the conversation — hey @danmoyle @Josh @franksteiner79 , have you run into this issue before?

Thank you for taking a look! — Jaycee

Re: Unable to See User in Ticket Owner Dropdown in HelpDesk

danmoyle — Wed, 23 Oct 2024 18:53:04 GMT

Hey there @dtg001 (thanks for the tag @Jaycee_Lewis) My understanding of the view only seats and core seats would be that, in order to be a record owner (because that would come with powers to edit, etc.), you'd have to be a core seat user. Therefore, a view-only seat wouldn't be available as a ticket owner.

In order to confirm this, I'd suggest seeing if other view-only seat folks are available as an option. I'd imagine they won't be.