When a hubspot user is deactivated, any of their conversations can be reopened when someone replies to a previous conversation. However Hubspot will not currently treat the NEW conversation as unassigned (even though the conversation shows unassigned) Hubspot only classifies Unassigned conversations as BRAND NEW conversations.
So if a hubspot user is deactivated an a customer responds to an old conversation the conversation is reopened but not placed in the UNASSIGNED section. Instead it sits in the ALL OPEN section labeled as unassigned. So no Hubspot users will know it needs to be responded to. These should be mapped to UNASSIGNED as the conversation is literally unassigned so any hubspot users can pick up the conversation and work it.
This has created several problems for my company of people not being responded to and SLA’s not being met because they sit in the All OPEN box blended with conversations that are in flight, we have roughly 400 conversations occurring a day so to find the ones that are UNASSIGNED is not an easy task when it should be.
@HUBspot please simply add reopened unassigned conversations to to the UNASSIGNED inbox.
Thank you
In addition, there needs to be the ability to automate unassigning conversations… For example. a conversation has been in the “Waiting on us” status and has not bee replied to in 4 working hours… or 6… or whatever metric you want to use. However, we would like to unassign that conversation so that another agent can pick it up after a certain timeframe and reply asap. Or, they can reassign it to the original owner if it’s complex and requires that action.
Our support team is composed of rotating members on a half-day support basis per week. When conversations closed by an agent are later reopened by the customer, we need them to appear in the Unassigned view so that the agents logged in at that time can resume the conversation.
The problem we have right now is that these conversations are not being answered quickly because they remain in the name of the person who initially answered them but is not logged in. Thank you
Hello, everyone. Providing an update that in mid-December we will finish releasing a change for inboxes and help desk to hide deactivated users from reassignment as well as automatically unassign deactivated users from current open conversations. This concern should no longer be an issue.
Good morning, everyone. Our changes to optimize assignment for inactive (deactivated, deleted, or removed) users have been released to all HubSpot portals. For more information on the changes we have made, please see the Product Update notes. If you find a use case that was not addressed, please open a new idea as this one is considered delivered.