Ability to see if an agent is working on a ticket

[CarlosRdz]

We have staff which shifts overlap for a few hours, sometimes they end up working on the same ticket, as they don't know who is working in it or not, with Zendesk we were able to see when an agent was working with a ticket, by displaying if an agent had a ticket open or not.

Our support agents are aiming to work on ALL TICKETS queue, so they can help each other and meet our SLAs better.

Please see screenshot attached of other software allowing this feature, software is TradeGecko and Zendesk

[DonnieB]

+1

[arielowens]

We had this feature with the old product we used (HelpScout) and really wish our Support Team has this in Hubspot. We find that although we try our best to not double our efforts our team still accidentally emails a client at the same time not realizing they have both taken ownership of a ticket at the same time. We normally assign a ticket immediately and then handle it, but when we do not refresh the page of our view sometimes a ticket assignment can be missed. This would be awesome to have across tickets and other Hubspot records. 

[JMurdock5]

This is a basic feature that all Modern Ticket System's. It is imperative that we be able to work strickly from the service ticking screen so that we can reply quickly and effectivly to each ticket. 

[richard88]

I believe this does currently exist in HubSpot. Its not quite as obvious as in ZD, but its near the bottom of the ticket, on the top right of the section where you type in email or comment text. 

Example:

[lukecro]

I think that's only available in the Conversations > Inbox "ticket" view ... Not the full Service > Tickets view...

I was told a couple of years ago by a Hubspot rep that they were going to launch that in Conversations first to test it out, but that it'd quickly get rolled up to the Service Tickets CRM after that... But no such luck.

It's weird that they've got the tech in place for the Conversations that are related to Tickets, but not in the full Tickets themselves, which is where our teams do 100% of their work (due to the better organizational/workflow structure available in Service Tickets vs. the email-esque Conversations).

[LLynam]

We also wok 100% from the ticket and would realy value this feature. We had it in Zoho Desk where we paid a third of the price.

[MDudmish]

Agreed, 100% a must have 

[Darythe]

I see many users saying this has been a pain and without a resolution in sight, I am wondering what you do to manage issues? Is it necessary to assign a traffic manager in tickets so that you have to wait for it to be assigned to you to work? We just started Hubspot and even trying to assign the ticket to yourself and then work it - we have collisions with agents duplicating work and resulting in multiple replies to the client. How can we prevent this from happening? Can you auto-assign tickets based on product or client? Would that be a workflow? Thanks in advance for your help! 

[RRDoerr]

REALLY difficult to get used to working without a collision alert. When working exclusively out of Tickets, twice today, I've assigned myself a ticket at the same time someone else is assigning themselves the ticket. After assigning myself the ticket, I immediately move on to my reply but so did the other agent - causing a collision. It would be great to have the feature from Conversations over on Tickets - anywhere on Tickets. When speed is the name of the game, you're really killing the pace by not having this feature. 

[lukecro]

Yeah, it's crazy -- there's a lot of things about Hubspot I love, but then there are very basic, obvious things like this that undermine the whole experience -- so many other services have collision alerts or the ability to see that you're looking at the same page as a colleague -- ticketing systems, customer service systems, a variety of CRMs, document collaboration tools, you name it, the concept here as been around for years, and Hubspot's competitors big and small have versions of it... Heck, Hubspot has their own version of it in their "conversations inbox" section... Not having it in Service/Tickets after all this time is a huge miss.

It's the sort of little thing that has big repercussions -- as soon as you have more than 1 person working a ticket queue, there's going to be likelihood of a conflict occurring. And the more you scale up, the more agent conflicts occur.

Everytime I'm asked to demo Hubspot to other companies considering the platform, when talking about the Service side of things this is always one of the key negatives I have to get into, and can be a dealbreaker as anyone familiar with triaging tickets in other customer support systems simply expect this functionality to be in any basic package. 

[EMaccione]

I totally agree. Please include this option!

[AGaliatsos]

Totally agree this feature is a must have for every service-customer care department and everyone generally working with the ticket feature of hubspot.

Please implement it

[JLeBozec]

This addition would be more than most welcome. Nice to see it's already implemented in the conversations-Inbox group but the ticket area is where we really want to see it implemented next!

[07252]

+1 really need this feature in the ticket area

[OBrett]

Very discouraging that by the year 2023 this is still not a feature in HubSpot. It's a necessity for any team which is looking to scale and has multiple agents working the same queue. 

[MAmes]

It is wild that this feature request has been around for four years with no resolution in sight. Every other ticketing system includes the ability to see which agents are working on a ticket. Our support team works exclusively in tickets, so having this feature in the Conversations inbox is not useful. Why have it there, but not for actual tickets and the service hub? HubSpot puts priority on developing sales features and leaves really simple quality-of-life improvements for other departments at the wayside. If HubSpot wants to upsell their clients to different areas of the system, you'd think they would try to make them function on the same basic level as their competition. Not only does it waste time for our agents to be working on the same problem, it also looks unprofessional when multiple replies are being made to our clients! This is compounded by the fact that there's no refresh or update for all agents when another agent is updating a ticket. So not only do you not see that someone else is on a ticket, you also can't see they are making changes until it is often too late. Please fix this. 

[jlupo]

I second that!

[DCarter9]

Dear @hubspot our company has purchased all of the different Enterprise solutions. We are having to slow our Customer Support down drastically to adopt Service Hub Enterprise. The Conversations tab needs several improvements to allow the automations that we need from the Enterprise Operations Hub so our people are having to constantly switch between triaging in conversations then refreshing the Tickets screen to verify that they haven't been assigned something higher priority from another team to finally start working a soltuion and documenting in Tickets. We switched from Zendesk for the Enterprise Sales options. We have found Marketing Hub Enterprise to be very usefull but we are having to spend a lot of man hours reviewing and changing our customer service processes to make the Enterprise Service Hub be worth it. After 9 months we have managed to get CS to be about 1/3 as productive as they were in Zendesk. Zendesk took 3 months to adopt and another 2 months to perfect the CS process. Please take a look at adding Agent collision and Auto-update to tickets so we can be more productive in Hubspot than we were in Zendesk. 

[AWorthington4]

Could not agree more - we are coming from FreshDesk and can't believe to be paying so much for such a downgrade on this feature. 

[Jnix284]

This is possible now via the Conversations Inbox, but no change to the ticket record view.