Service Hub is lacking visibility on agents available/offline status (reporting, notifications).
Would be very interesting to add Availability Status to user based properties in HubSpot.
This would open some possibilities for team activity reporting.
This!! I think it will be great if the “Rotate record between teams/users” automation does not rotate the task/deal/contact to a user that is currently “Away”.
Exactly @lingyanwac that is another “must have” request.
This would be so useful for a project we are currently working on. Our goal is to create automation to reassign tickets to alternative users (round robin) based on one user being set as away when they are out of the office.
We have the same challenge. The round robin assigns tickets to “absent” employees.
How can availability be taken into account in the round robin?
Yes please! I just ran into this very issue and we want this!
Would be great also to manage tasks creation
Yes! It would also be useful if availability could be measured by actual activity. I don’t want support tickets getting stale by sitting with a person if they are away on a break and I have other team members free to take the ticket for example.
Absolutely needed!
24/7 support needs the ability to route tickets customers reply back to AVAILABLE agents to continue working the ticket.
I see no other way to manage tickets besides making the ticket unassigned and working an unassinged queue which is ALSO not ideal because there is no way to round robin those tickets out to available agents.
Hi, I’m the product owner for the Hubspot app Distributely. Via the app, you can route (via round robin or weighted round robin) deals , contacts, tickets, and companies to Hubspot users based on Distribution criteria. You can also set user availability (including pulling availability straight from the user status in Hubspot) to ensure that records are not routed to unavailable individuals. Check us out on the app marketplace here: HubSpot Marketplace
@aumbhau1 how does pricing work? Does it count only service hub users or all HS users?
Great idea.
I have the thing for you guys - an app built around the availability and out-of-office parts of HubSpot.
You can check it out here: Redirecting to: /smart-lead-ticket-routing/
We current have actions for an availability aware Round-robin, actions for dealing with out-of-office, and overviews for when users are out of office and available.
These should help avoid adding tasks to people who aren’t available.