Another vote for this
Yes, agent collision feature is needed as well.
Agee, this would be a great feature!
I think it would be a great idea set to set Ticket Owners based on email responders!
+1 I would love to see this as a feature, we have migrated from a ticket desk where the first agent who responds get the ticket automatically assigned. It’s quite disruptive to set this manually each time.
+1 on behalf of customer
+1 here, would be perfect
+1 on behalf of a customer
So this is still being upvoted after almost 4 years of submitting the idea. Are our upvotes actually looked at? Is the Hubspot dev team working off Sprints where the most upvoted ideas are actually worked on? I was just recommended to upvote this because I was asking for this exact idea and I’m extremely dissapointed to see that nothing has happened.
There’s stuff that’s been needed for 2 years and upvoted hundreds of times
so I guess not
+1 on behalf of customer
Upvoting and replying here for visibility - this is a much needed feature that will reduce the strain of potentially missing replies or assignments after the initial reply. If another agent chimes in on a ticket while the owner is someone else, it should remain in that owner’s name, but the first reply if unassigned should be set to that replied. This shouldn’t be something needed to be done through workflows - I think it should be a simple on/off rocker switch or be the default action overall.
Coming from Zoho Desk.
+1
Also need this. Any workaround using workflows? But I dont see how to condition who answered ticket
Hi all
There are a lot of upvotes and idea submitted for this but does anyone have any updates or workarounds?
We are looking for a solution for the ticket owner to be automatically udpated to the user who first replied to an email on the ticket OR the user who first updated any of the ticket data (drop-downs in our case) - both of these would work for us to remove the manual step of an agent having to manually update “Ticket Owner”
The flow is this:
- Currently a ticket comes into Hubspot as “Unassigned”
- Our agents would reply to an email - on the ticket, not from an inbox as we have our helpdesk email connected to Hubspot Helpdesk only
AND
- they would manually categorise/prioritise the ticket
The user would also have to manually remember to change the ticket owner of the ticket to themselves.
Are there any options with workflows to achieve auto-assigning to the user that has performed the actions above?
I’ve tried to clone and edit a hubspot created workflow that if an email was sent to a client by us THEN set ticket owner to …
But the issue is we need Hubspot to recognise the user who sent the email
Same with updating an field in the record - if Hubspot can recognise WHO did that first activity then we could set the ticket owner to that user
This is a really common feature in other Helpdesk systems - is there anything that can be done on this?
yeah, we are trying now with engineer through API, but surprisingly even through API it is not clear yet how to properly work with both all of fields like from / to / cc. As hacky workaround we try to link every email to ID in our internal ticket system and let APP to check who is responsible for this ID and assign them manually. But it is only works for specific tickets that have representation in our internal system. Other emails is unworkable messy pile.