Currently you can restrict inbox ownership to team(s) or user(s). However, ticket ownership within a pipeline is wide open. When the service reps click the drop down to assign an owner, they see every person with access to HubSpot: sales, marketing, etc. We would like to restrict the selection of ticket ownership by pipeline similarly to how you can restrict inbox ownership. That way the service reps only see the list of relevant people and don’t acidentially assign to a person in a different department.
I also think a ticket ownership restriction for each pipeline would be very helpful. The workaround that we are currently using to check if there are any tickets in the pipeline that might have the wrong ticket owner is a view that shows all the tickets that have an open status and are assigned to a ticket owner outside of our service team.
This is vital for larger teams. Any workflows that can be used for this become unsustainable after a certain size, and since you view tickets by pipeline, mis-assigned tickets can create significant customer service issues.
@HGilpin thanks for asking this question ! been trying to work this out on my own but I it doesn’t look doable. Im having to type to search names amongst dozens of contacts.
Yes, this is a must-have in a system like HubSpot where we have technical support and developers on the Service side, and Sales, Marketing & upper management on the Sales / Marketing side…
Would love to hear about this. It doesn’t seem like it should be that difficult to implement, but it’s been at this point more than a year with no update. This is effectively a dealbreaker for my team if not implemented in a timely manner.
Hi everyone! My name is Hallie, and I’m a Program Manager on our CXM Team. Our product team confirmed that this isn’t currently on the roadmap, but it is something our teams are aware of. Since it’s not being worked on at the moment, we are moving it back to ‘Idea Submitted’ for the time being. If anything with this feature request’s plans change, we’ll be sure to update you here right away. Thanks for your understanding!
Any update on here? This makes the tickets feature really challenging to employ for sensitive use cases like HR & IT ticket pipelines. It is a little too easy to accidentally assign a ticket to the wrong user thus exposing a sensitive ticket (think HR/IT use cases.. like terminations or sensitive leave requests) to people who should not be able to see said information. We do use the teams feature to manage access to sensitive pipelines, but users outside of these teams can still see the underlying ticket record if they are incorrectly assigned to that ticket -- they are even notified that they’ve “been assigned a ticket” in the notification center.
