Assign a ticket to a team instead of specific user
When it comes to a ticket / contact request, being able to assign it to a team will allow several people to be notified so that a persion immediately available can respond quickly.
This would also allow to manage different teams with specific areas of intervention, as well as to lower the response delay.
@JJeffery This is the workaround we are currently using. Create a distribution email with your email provider and assign it to the team members that need to be notified when a new ticket comes in. Then create a free HubSpot account using the distribution email. We called our free user "Service Group." Create your process/scenario of when the "Service Group" should be assigned vs. a specific person. When the "Service Group" is assigned to a new ticket, create internal email notifications that get sent to this user (which is a distribution email) to assign themselves to to the ticket:
We created some delays and branches to ensure the reps have enough time to review the ticket and assign themselves. After x amount of time, we ultimately assign the ticket to the Service Manager to ensure the ticket is handled. We also created a delay until the ticket has a new ticket owner and notifies everyone the ticket has been assigned. Hope this workaround can help! 😁
@JJeffery@DigitaWeb - I created the following work around that might help. First you need to create a distribution email using your email provider (Microsoft 365/Google/etc.) and assign your team to as members. Then create a free account in HubSpot. We called our free account "Service Group." You will then need to set up the scenarios for when your ticket needs to be assigned to the team using workflows or ticket generation settings. We have our scenario to have our office or sales team to create a ticket and assign the "Service Group." to all customer service issues they receive.
Our workflow begins by the ticket being generated and ticket owner = Service Group
Upon the enrollment in the workflow, we send out an internal email to the user "Service Group" which sends an email to our distribution list. This will include the ticket details and ultimately links back ot the ticket in HubSpot. Then we created delay until property value changed or x amount of time to allow the service technicians time to review the ticket and assign themselves. If a ticket gets reassigned, we have a branch to check this criteria and an internal email goes out to the distribution group/HubSpot user "Service Group" to notify them who has been assigned and if they want to help, to contact that person.
If the ticket ultimately doesn't get assigned after x amount of times, we assign the ticket to the service manager to handle.
I hope this workaround can help for you. If you have any questions on the workflow, let me know. I am happy to help!
+1 one to this need! Please enable team assignment to ticket functionality. I'm setting up ServiceHub with my team and this better aligns with their current workflow and giving several members shared initial accountability and visibility to a ticket within their expertise.
