Automatically assign ticket owners fails

Smart CRM & Sales Hub CRM
1

Hi,

In our organization, multiple team members use the helpdesk service. Normally, whenever a team member responds to an email, they should automatically become the ticket owner. However, this functionality isn’t working for one of our team members.

Could you help identify where the issue might be?

2

Hi @LFranco2 ,
Is the feature working fine with other users?
Check the user permision of the user for whom the feature isn’t working.
Check if the paid service seat being assigned to him/her?
Thanks!

3

Hi, @LFranco2,

Here are a few things to check for the team member experiencing the issue:

  1. User Permissions: Ensure that the user has the correct permissions to be assigned as a ticket owner.
  2. Paid Service Seat: Verify that the team member is assigned a paid service seat, as this can impact ticket ownership assignment.

Best regards!

4

hi @LFranco2

check out the paid seat for sure

and check if there is any other automation on that is setting ticket owner aligned with contact/company owners, sometimes companies have this automations and foget.

Let us know how it goes.