CRM

Emmanuele1
Participant

Restrict the Ticket Owner Dropdown to Show Only Team Members

SOLVE

Hi HubSpot Community,

I’m looking for a way to restrict the options in the Ticket Owner dropdown so that it only displays users who are part of a specific team. In our ticketing pipeline, it would be great if team members could only see and assign tickets to their team, rather than viewing all HubSpot users in the account.

Currently, I've explored the following options:

  1. Assigning users to specific teams under Users & Teams.
  2. Setting view/edit permissions for tickets to "Team only" or "Owned only."
  3. Creating custom workflows to automate ticket assignments.

However, none of these options fully hide other users from appearing in the Ticket Owner dropdown.

My question is:

  • Is it possible to restrict or filter the users shown in the Ticket Owner dropdown?
  • If not, does anyone have a workaround or third-party solution to achieve this?

Thanks in advance for your insights!

1 Accepted solution
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Restrict the Ticket Owner Dropdown to Show Only Team Members

SOLVE

Hi @Emmanuele1,

 

This is indeed currently not possible. There aren't any ways to limit which users are shown in an owner property.

 

As far as workarounds go, your best option is currently to create separate dropdown select properties (one for each team, with a dropdown-option for users within that team) and set the ticket owner property to view only for all users. You could conditionally display these properties in the left record sidebar based on the left sidebar of ticket records. Users would update the new dropdown properties from now on. A workflow would look at the values in those dropdown properties, then copy the value into the actual ticket owner field.

 

In my opinion, I would probably not go this route (due to its complexity and it being clunky) and instead live with the limitation and try to educate users on which owners they should be choosing.

 

Here are other things you could consider:

  • Create a workflow that notifies you about incorrectly assigned tickets
  • Use a workflow to assign or rotate tickets (e.g. based on a custom single checkbox "Please re-assign" property)

 

You could also request better options in the HubSpot Ideas section of the community, which is reviewed by the product team: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

 

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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1 Reply 1
karstenkoehler
Solution
Hall of Famer | Partner
Hall of Famer | Partner

Restrict the Ticket Owner Dropdown to Show Only Team Members

SOLVE

Hi @Emmanuele1,

 

This is indeed currently not possible. There aren't any ways to limit which users are shown in an owner property.

 

As far as workarounds go, your best option is currently to create separate dropdown select properties (one for each team, with a dropdown-option for users within that team) and set the ticket owner property to view only for all users. You could conditionally display these properties in the left record sidebar based on the left sidebar of ticket records. Users would update the new dropdown properties from now on. A workflow would look at the values in those dropdown properties, then copy the value into the actual ticket owner field.

 

In my opinion, I would probably not go this route (due to its complexity and it being clunky) and instead live with the limitation and try to educate users on which owners they should be choosing.

 

Here are other things you could consider:

  • Create a workflow that notifies you about incorrectly assigned tickets
  • Use a workflow to assign or rotate tickets (e.g. based on a custom single checkbox "Please re-assign" property)

 

You could also request better options in the HubSpot Ideas section of the community, which is reviewed by the product team: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

 

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

0 Upvotes