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.
Hi everyone! I'm Sophie from the Service Hub product team, here with an update on this request:
🎉 Help desk is currently in public beta. Help desk combines the best of tickets and converstions into a single workspace to drive efficiency and connectivity between your business, support team, and customers resulting in faster resolution times and improved satisfaction. Learn more in this video overview and on the KB. (Plus: here's how you can migrate from inbox to help desk.)
Help desk is currently available for seated Service Hub Pro and Enterprise customers. We will be enabling the collaboration use-case (for non-Service Hub seated users) with the upcoming release to all. You can opt in here, or by navigating to Product Updates in the top right corner of your portal and searching for "help desk." If you have any questions, please reach out to your CSM or email us at helpdeskfeedback@hubspot.com.
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 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.
That's a bit of a poor effort. What about the other people on Starter who pay good money, yet this basic function that should have been there from the beginning miss out? You really shouldn't be proud that it took you 5 years to implement this.
