HubSpot Ideas

Herschel

Assign Ticket Owner to Associated Conversation

Issue: Tickets Owner and associated Conversation Assignee are not linked.

 

Use Case: Our support team rotates who is on call. Whoever is on call during a specified period of time will answer incoming client issues for that period. To facilitate this, we have the Conversations Inbox set to unassigned for new incoming messages. We also have it set to automatically create new tickets, which also have the ticket owner as unassigned. If a support rep claims a Ticket they set themselves as the owner, BUT the associated Conversation is still shown as unassigned.

 

As a result it diminishes our team's ability to work out of both the Ticket and Conversation areas concurrently, as ownership of something in one area is not reflected in the other. This reduces the usefulness of the Conversations Inbox.

 

Solution: When an unowned Ticket (automatically created from a new Conversation) has it's owner set, also assign the associated Conversation to the same user.

HubSpot Updates
April 21, 2021 04:28 AM

Awesome thanks for the feedback! We are currently looking at ways to solve this problem, both natively within the app and also later in workflows. I will post when I have more information about the solution and a timeline for each part. 

 

thanks!

In Planning
January 27, 2021 04:38 AM

Thanks so much for the feedback. We are currently looking into this issue, so updating the status. I will provide more details and a timeline as we dig into this. 

 

I am curious about a couple of things and would love some input as we think through this problem. 

 

1. Would you always want the conversation owner and the ticket owner to be the same?

2. If not, what are the use cases that you would want the owners to be different between conversations owner and ticket owner?

 

Feel free to email me at cdewey@hubspot.com to chat in more detail about this issue. 

 

Thanks in advance for the feedback! 

 

34 Replies
ELichon
Contributor

@cdewey22 Any update on this?

JVitoux
Member

I need this feature too 🙂

AMac1
Member

We need this feature too. Let us know when this has been added. Thank you

LPowers
Participant

Hershel,

One way our team has worked around this is to assign the conversation in the inbox first.  The ticket will then assume the same owner as the conversation.

 

Hubspot,

On occassion, a ticket needs to be handed off to another department, requiring it to have a new ticket owner - which we have been able to easilly reassign through a workflow, but ALSO needs the conversation owner to reflect the new ticket owner, along with being moved to the new department's inbox.  When we manually move a conversation to a new inbox, it automatically unassigns the conversation and I would like to have the option to keep the assigned owner. 

 

Since 2 of our departments use the same pipeline and frequently hand off tickets between each other, the teams have access to each other's inbox and we have been able to manually assign the conversation to match the ticket, but then it all goes kerplunk when we move the conversation.

 

Thank you for your help!

DStoppler
Member

@cdewey22 was this still in planning? Any update on this? 

SupernovaKMR
Member

My business would also love this feature! We're never in a situation where the ticket assignee and the conversation assignee would be a different person. We use mainly tickets over the conversations, and remembering to change both is proving very difficult.

JuanHilario_AVO
Member

I actually just encountered this problem. It seems rather unfortunate that a Workflow cannot "assign" a conversation to the ticket owner... 

 

Hubspot, do we have any updates on this?

swooddesign
Member

The sooner the better on this one...

 

Our reps are having to manually assign the conversations to themselves when the ticket is automatically done. I am trying to convince leadership to upgrade to enterprise and to roll this out company-wide and this small issue negatively weighs on the decision. Hoping it happens soon! 

 

 

FHolbrook
Member

@cdewey22 For us there is no reason that the conversation and the ticket should ever have different owners.

06734
Member

No reason for the conversation and associated ticket to have a different owner as well. 
Would be very usefull to be able to assign the ticket owner to the conversation.

callie
Contributor

Agreed! This is a huge need!! @cdewey22, is there any update from the PM team?

heath
Participant

Disappointed no solution exists for this yet. We've recently migrated to the Service Hub and this add unncessary complexity/uncertainty for our support team

stacey0367
Participant
Totally Agree!
FHolbrook
Member

This one must take a **bleep** load of planning. They've been hard at it now going on 2 years.