As a support person who responds to tickets in a pipeline I have observed there is currently no way to get a notification for a new unassigned ticket that arrives in a pipeline.
The goal is to have improved response time to customer inquiries that are handled as tickets and arrive into a support pipeline as unassigned. By getting notified, we can improve response times.
I’ve spoken with customer support about this and there is no option available, even with a custom workflow for the specific unassigned state of a ticket, whereas there are many options for tickets which have already been assigned an owner.
An example of the problem can be seen with pipelines that receive email from customers and a new ticket is created upon receipt. The resulting ticket gets created as New, Unassigned and there is no notification whatsoever that it’s sitting there in the pipeline, waiting for a response. It requires someone keeping the page open and refreshing the page regularly to see that there is a new ticket waiting.
This seems like a pretty glaring omission as someone who has worked on a helpdesk with several other products. Helpscout being the best example.
To best resolve this, Hubspot should add a new notification option to the settings that allows for a user to receive a notification for new, unassigned tickets in any pipeline to which the user has access. This would include the same basic choices for email, push notification, desktop alerts, and teams bot notifications that are already available for tickets that are assigned to a ticket owner.