Ticket Owner overwriting Contact Owner

[KathrynGraham]

Hi

Hoping someone can help me out with our ticket’s.

I am wondering if there is a way to set a ticket owner and stop the contact owner being overwritten when a customer submits a service ticket?

We currently have our ticket allocation workflows set up to rotate between teams and assign to one of our customer service team members.

But I if the contact already has been assigned a contact owner they are dealing with as part of a sales or onboarding process we don’t want this overwritten (but the ticket to still assign to our customer service team). We have many automated marketing email workflows that I want to come from the original contact owner and would like them to be able to easily keep track of thier assigned contacts.

How it is currently set up:

If I untick overwirte if contact has an existing owner will it then assign the ticket to the non customer service team member?

Thanks in advance

[karstenkoehler]

Hi @KathrynGraham,

It looks like you’re rotating your contacts among your users, not your tickets. I assume the assignment of the owner happens within a contact-based workflow? If so, you would have to create a ticket-based workflow. HubSpot has a different owner property for ticket.

You can then rotate the Ticket owner:

This will assign the ticket and won’t touch the Contact owner. In this ticket-based workflow, you could enroll all tickets where “Ticket owner is unknown” and “Ticket status is none of Closed”.

If you’re getting stuck, please share a screenshot of your workflow.

Let me know if you have follow-up questions!

[KathrynGraham]

Thank you! That is a simple solution - our ticket allocation workflows were set up by our onboarding partner so I didn’t even consider that would be the case.