Hi @callie - OK further to my last message (humble face) it seems Conversations does do what you said - except not for the very first assign Owner action in Conversations.
What I mean is, per the settings I previously outlined, we don’t assign an Owner to any Conversation, hence no Owner is updated on the Ticket (except if we have a Workflow turned on). Then if we add a Conversation Owner for the first time, it doesn’t update the Ticket - again, this applied to scenarios where there has never been a Ticket Owner and where there is one already assigned.
However all subsequent changes to the Conversation Owner then update the Ticket owner too.
So I guess our Workflow that updates the Ticket Owner based on the Conversation Owner change is still needed, though only for that first change.
@Brucey - hmmm that is interesting. I haven’t dug into it in detail, but even our first assignment is syncing between the 2 (image). But I could very-well be missing some context here. Could be worth diving into though!
My business would also love this feature! We’re never in a situation where the ticket assignee and the conversation assignee would be a different person. We use mainly tickets over the conversations, and remembering to change both is proving very difficult.
Let’s keep nudging this one. We just implemented the Service hub last week and this is a major pain point. New conversations come in and we triage and assign the ticket but then conversation is assigned to a different user and there is all kinds of confusion. (now to go find the community thread on why conversations have to be replied to from the conversation inbox in order for them to appear on the Email tab of a ticket…)
100%! Inboxes and Tickets should be interchangeable and cascade updates in both directions. My team receives emails via inbox which auto-creates our tickets and from there all work, ticket updates and especially (re)assignments occur from the ticket.
Hi, we just implemented service hub, and for us, conversation owner and ticket owner should always be the same. Did somebody already find a workflow to resolve this?
@cdewey22 Any updates or ETA when this will be implemented? Having to manually change the two owners to match takes up additional time which users could’ve spent working on other tickets. Thanks!
We’ve been waiting for updates on this for over a year, any developments?
Not having Conversation and Ticket owner associated (and updated) automatically if either of them changes causes issues and does not make much sense. After all, why would the Conversation owner be different than the person owning the ticket?
“In planning” since 2021… HubSpot keeps adding so many unnecessary new features to get attention, when it’s foundational elements NEVER get any attention. This is ridiculous theres no way to get the ticket owner to match up with the conversation owner. Why would they ever be different anyways really? This makes the conversations inbox useless for our team.
4 years and still this bug exists. If assigning the conversation can assign the ticket, why then can’t a ticket assign the conversation? It boggles my mind that a fix that should only take a competent programmer half an hour to code and test still has not been done. Why would anyone waht the 2 items not to be assigned to the same person? I can’t think of any use case where that would happen.
I can’t believe this isn’t a feature that is included. Want to know what’s really crazy? It’s a read-only property, so you can’t edit it with a workflow.
Want to know what’s REALLY REALLY crazy?
They don’t have an API Endpoint to set the owner. So even if you are willing to go through the effort on Operations to code your own logic to make it work, you STILL can’t do this.
It’s ridiculous, and until this is fixed, I will not be recommending that my clients move from ZenDesk to HubSpot for their support desk needs.
This has been “in planning” for almost 3 years and it is the biggest issue I have with Asana. I can’t believe you have not implemented this yet. The idea of separating tickets from converstaions - and hense notifications - it utterly ridiculous! Can you update as to when this will be available - so many people want this.
