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.
Weitere Ideen mit folgender Beschriftung anzeigen:
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.
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.
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