Yes, this is absolutely ruining our ability to use Teams alonside other important features.
In real life, we have a Customer Success team, divided into two sub-teams of people who specialize in supporting two of our main software tools. But some people are cross-trained in both, and we have additional software tools in which everyone is fully trained and supports on the side. So, we thought it would work perfectly to set up Specialty Team 1 and Specialty Team 2 as the primary teams for our users, then add them to another team called Customer Success as additional users. That way, we could have workflows that auto-assign things to Specialty Team 1 when that specialty is needed, and other workflows that assign to anyone in Customer Success when the particular specialty is less important/not needed. (Esp. with chat, we often want a chat to get assigned to whomever’s online, regardless, and s/he can either handle the whole conversation or collect initial info before handing off to the more specialized teammate, or whatever.)
Unfortunately, that’s not how it works at all. When we set it up that way, we couldn’t assign anything to Customer Success because everyone was on Customer Success as additional users! So, we reversed it to make CS the primary team and the specialties the additional teams. It’s not much better, because now for things where the specialty is critical, we can’t assign to the specialty team, because they are additional users. So, we just manually select every user for every workflow… and then, when someone leaves the company, we are picking through dozens of workflows trying to make sure we’ve removed him/her from everything. And usually failing and having to reassign stuff that gets assigned to the inactive user… So, the teams are not helping us at all, simply because of the primary/additional distinction, although they would be extremely helpful without that distinction.
We’ve been surviving okay this way for a while though. What brought me to this page today is the fact that we are trying to switch from Calendly to using HubSpot Meetings. I went to try setting up a round-robin scheduling page for one of our specialty teams. Unfortunately, they don’t show up as options to add. Meaning, I can’t see a way to add the team as a whole, nor can I see any of the individual users who are additional users on that team. Again, they are set up with Customer Success as their primary team, and additional users on the specialty team. I can see other members of Customer Success, but not these members who also have an additional team. It makes no sense to me, and it’s a roadblock. We’ll have to either ditch the whole idea of teams and just have everyone be on one team (not that teams were doing much for us anyway up to this point), or we have to stick with Calendly.
Sorry for writing Moby Dick the Sequel here, but I hope the HubSpot team sees this and understands why this is such a problem. Teams would work great for us if they worked like a Venn diagram, where users could simply be members of one team, another, or both, without the primary/additional distinction.
EDIT: I was mistaken about the Meetings issue being related to Teams. The users all showed up once they connected their calendars. But, the workflow and chatflow problems still stand and essentially cancel out the usefulness of teams altogether.