Scenario:
I have a Form connected to an Inbox channel auto-generating tickets. Based on the value selected under the form field Request type, Sales Inquiry, or Service Request a workflow will direct these tickets to respective pipelines.
I wish there was a way to create a workflow based on the Ticket pipeline to move the conversation to a respective Inbox.
This would be a very welcomed addition to Hubspot. In order to create the least complicated experience we can for our customers, we consolidated all of our different tech support forms into one form. This way the customer doesn’t have to select which form to use and then our agents have to move the ticket if/when the customer chooses the wrong form.
On the form, we have different product groups that the customer can select from. Then, when the form is submitted, we use an automation to move the ticket into the appropriate pipeline based on the product group selected. However, the conversation doesn’t move with the ticket and we cannot create the same type of automation/workflow for conversations.
This poses a problem for our Service / Tech Support team and the only solution we’ve found so far is allowing all service agents access to all inboxes which is not ideal to say the least.
This would be very helpful.
+1 It would be really useful to be able to move a message in an inbox via a workflow. At the moment, it’s only possible to do this manually.
