There are several variations of this request throughout the ideas board, but I didn’t see any from the past year or even several years.
The new “working hours” setting is amazing, but it’s still limited in that it can only be referenced for assignments via Helpdesk.
We would like the “rotate record” workflow action step to consider user working hours. They are currently integrated into both individual and round robin meeting links, which is amazing! But in order to truly maintain an efficient lead assignment process, we need working hours integrated into record rotations.
Yes! This would be so helpful when trying to assign leads to teams who don’t follow a true round-robin lead assignment process but instead assign leads based on what day their reps work.
Yes! Yes! Yes!!! Not just for leads, but also for tasks and tickets. Not that we rotate task assignment, but the ability to route a task to a different team member if the record owner is unavailable is crucial! Manually remembering someone is unavailable and checking their tasks for anything important is hit or miss in it’s effectiveness.
+1. We would like the “rotate record” workflow action step to consider either working hours or if the user is marked as “available”. If no one is on working hours or no one is marked “Available”, the fallback could be to just rotate it evenly amongst the “Away” users.
We often have team members who are assigned important tasks evenly, but some reps have 3 days off in a row. So if a task, ticket, deal, etc. gets assigned to them on their first off day, that task/ticket/deal doesn’t get followed up on that day or 2 days after.
Impact: we lose sales because we take too long to respond. Also, customer problems sit for longer and our slow response time can cause greater frustration. We have to manually go through every day and reassign tasks to team members who are working on any given day, and that kind of defeats the purpose of automation.
Please please prioritize this guys! Once the team gets beyond a certain size with multiple branches based logic it gets very painful to have to go in and update the workflows manually everytime someone is on holiday/ returns!!
Hello! I’m the PM working on maturing the Leads workflow routing. We are actively building to bring it in line with Ticket Object capabilities. If you are open to chatting and providing feedback, please let me know!