Auto-Assigning Tickets to Owners based on Availabilty

HubSpot Ideas
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1

Hi,

I have a list of Ticket Owners or agents who work on different shifts. Agent one works Monday to Friday from 8am-5pm, Agent two works from Monday to Friday from 9am-6pm, Agent three Tuesday to Saturday from 10am-7pm, and so on.

How do I assign tickets to these agents equally when they are available and unassign them then assign to next available agent. Next available agents should also be assigned new tickets as well.

I have tried workflows but it doesn’t seem to work. I wish there could be an added criteria, a property under Rotate record to owner that allows rotation of assignements based of a certain property condition.

I will appreciate any help!

Thanks.

2

+ Need this too.

3

Yes, need this as well. Or a way to branch tickets by create time

4

Hi everyone! My name is Hallie, and I’m a Program Manager on the CXM Team. There is now a public beta for the ability to rotate ticket owners based n user availability! You can opt into it from your account via this link. This is available for Service Professional & Enterprise accounts.
You can send feedback on this beta to helpdeskfeedback@hubspot.com. Thank you!