Auto assigning tickets on the first reply

HubSpot Ideas
1

Auto assigning tickets on the first reply

A good feature would be to have tickets auto-assign itself to the first person(Support Agent) to reply to the email in that ticket and a widget on the ticket that shows who’s looking at it in real time would be very helpful!

My team works on an open inbox system and we grab tickets as they come in on a first come/first serve basis. By allowing to a ticket to auto assign to the person who replies to it, there’s less human error. Also, if someone is looking at a ticket, people will know and both people won’t reply at the same time.

2

Yes, agreed. We have just migrated from Zendesk which already has this feature and we’re missing it sorely in HubSpot Service Hub.

3

Hubspot would do well to simply release their own service desk interface as a front-end to the HubSpot ticketing. ZenDesk is soooo superior and HubSpot has such a long way to go that at least this would help.

4

Yes, this would be very helpful since there is also no agent collision.

5

+1 to this. I understand that we can use Workflows to round-robin tickets but there are certain scenarios where tickets will be answered on a first come first serve basis. It would cut down a lot of time and confusion if we have this feature.

6

+1 to this as well. We also use a shared inbox and having to manually add the ticket owner is a extra step that is not needed

7

I agree. Anything that helps cut down on additional steps is very helpful.

8

Need that too, we also work without auto-assignation.

I just upvoted

Nicolas

9

Upvoting again as well

10

Yes, please! FreshDesk has it and we’re weighing the options now. It seems when a support rep comes and replies to a ticket (basically taking oownership), they should become the owner. Is it possible to have a workflow or something make that happen?

11

Hey All,

Zendesk app is finally here https://www.zendesk.com/apps/support/auto-assignment/?source=app_directory

Assigns tickets to agents as soon as they open the ticket. Works in play mode too. Plus it doesn’t do the same for Admins & Owner accounts so that they can freely audit.

12

Just got Hubspot a month ago. Please do something about this.

13

This is definitely a must-have feature. More often than not, the first person replying to the ticket is going to be the ticket owner. In the long run, having to set yourself as the ticket owner is very redundant.

14

+1. Having to manually assign oneself to a ticket after replying is tediuos and prone to error.

15

Any updates on this one?

16

+1 it can take time to people to have to do this action to each ticket. Must-have feature

17

Fully agree that this function is badly needed

18

Completely agree - it’s an uncecessary manual step to have to remember each time!

19

Agreed. This one is a completely unnecessary step and creates a lot of tickets with no owner. It should be an optional feature at minimum.

20

100% agree with this. It’s an unneccessary step for the first agent to have to manually select their name! Just leads to unaccounted for ticket owners.