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.
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.
@Brucey - hmmm that is interesting. I haven't dug into it in detail, but even our first assignment is syncing between the 2 (image). But I could very-well be missing some context here. Could be worth diving into though!
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.
Let's keep nudging this one. We just implemented the Service hub last week and this is a major pain point. New conversations come in and we triage and assign the ticket but then conversation is assigned to a different user and there is all kinds of confusion. (now to go find the community thread on why conversations have to be replied to from the conversation inbox in order for them to appear on the Email tab of a ticket...)
100%! Inboxes and Tickets should be interchangeable and cascade updates in both directions. My team receives emails via inbox which auto-creates our tickets and from there all work, ticket updates and especially (re)assignments occur from the ticket.
Hi, we just implemented service hub, and for us, conversation owner and ticket owner should always be the same. Did somebody already find a workflow to resolve this?
@cdewey22 Any updates or ETA when this will be implemented? Having to manually change the two owners to match takes up additional time which users could've spent working on other tickets. Thanks!
We've been waiting for updates on this for over a year, any developments?
Not having Conversation and Ticket owner associated (and updated) automatically if either of them changes causes issues and does not make much sense. After all, why would the Conversation owner be different than the person owning the ticket?
