Hello, everyone! This topic has been getting a steady set of advocates over the last few weeks, so I’m chiming in as the Product Manager of Service Hub routing and assignment to let you know:
- You are HEARD! We understand that conversation assignment is painful not to have in workflows for a multitude of reasons outlined here, but especially because of the disconnect between tickets and conversations, and tickets being the only way to customize routing and assignment beyond Inbox Settings.
- We are in the planning stage of building a new workflow action that will allow for direct assignment (assignment to a single owner in a single inbox, ignoring availability or capacity) of conversations that meet the conditions of a conversation-based workflow. We’re targeting a Q4 release, and I’ll add an update when we start our beta stage.
- Longer term, we’d also like to add the ability to assign conversations to a group of users or teams, taking user availability and capacity into account, to reduce the reliance on tickets for Inbox routing. We don’t have a committed priority for that effort.
Keep adding your thoughts and use cases! These help us drive priority on our product roadmaps and let us know what problems we need to solve. Know that we are listening even if we don’t always respond. 