Hi!
I have my pipeline settings such that the ticket owner should be assigned according to the corresponding conversation owner. The conversations in all of our chat options are set to go to one person. So, the tickets should also be going to this one person. For some reason, there is a discrepancy where the conversations are still being assigned to other available members even though the chats are set to go to just the one main POC. Any thoughts on what I might be missing?
Hi @ARuggles,
Thanks for reaching out to the Community!
I wanted to invite our subject matter experts to this conversation.
Hi @franksteiner79, @TomM2, @deepikaverma- Have you ever experienced this with ticket assignments in HubSpot? Do you have any advice for @ARuggles?
Thank you!
Best,
Kristen
Hi @ARuggles ,
Thank you for reaching out to the community. The main reason for this type of situation is either the conversion routing rules are not set up properly or the ticket owner to whom you want be the conversation owner has not a sales seat.
This article will be helpful for you in this case
Thanks!
Hi @deepikaverma ,
My conversation routing rules were set up properly and the individual who is set to receive incoming chats does have both a service and a sales seat.
Since this was posted, I have just added a pipeline automation to ensure that she is always the ticket owner of all new support tickets. I’ve verified that she is set up to be the main POC for chats as well. Things seem to be working fine for now, but I foresee that we will have further issues with matching converstion owners with the corresponding tickets in the future as our team grows. Right now we only have one person fielding/handling support so this quick fix has resolved my issue but that will likely be changing in the near future.