HubSpot Ideas

DigitaWeb

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.

16 Replies
Antoine_
Participant

A very usefull idea ! Or for task, also.

IanBowden
Member

Assigning tickets to teams is a requirement as not all users are 100% available, people take time off!!

 

Also this needs to be implemented as assigning tickets to individuals can lead to ticket resolution delays. Ticket resolution in our company is often a team effort as it should be, as not all tickets are straight forward. Additionally different teams will have different core skills as a team. I need the ability to assign tickets to the right team, the ticket assignee may not be a member of the appropriate team.

ksalay
Member

This is a MUST.  When will be in the product

NoemiNL
Member

Indeed this should be available for collaborating with teams!

rraven
Participant

100% needed to run an effective support ticketing process flow. So many use cases.

harmon_dan
Member

Agreed, this would be helpful.

Giorgio
Member

Yes it is exactly what is needed. Hopefully they will apply it. Or even to assign a ticket to all users would be helpful.

CMunteanu
Member

A fantastic idea! Different teams answer different types of tickets and pulling reporting based on those tickets is also crucial.

Saf
Participant

+1 essential

fiberpunk
Contributor

Yes please. Let's get a little more pro with ticket functionality, at least on "Professional" tier and above.

SaWells
Contributor | Platinum Partner

This is absolutely needed along with Agent Status's that can be pulled into Workflows for re-assignment when they are OOO.

AVelez0
Member

I would really like to see this happen. We absolutely need this to be successful on our team.

AEryorulmaz
Member

We need this as well.

spoole
Participant

When is this happening?

TM21
Member

We really need this feature. Is there a timeline set for this to be added at all?

DarkHouseDevops
Member

+1 Seriously needed feature! 

 

For those looking for a workaround, for now I have created a dummy user with an auto-fwd email address that goes out to the whole team. This user is automatically assigned to new tickets so we all get the notification and then someone can go in and assign it to themselves when they are taking that ticket.

 

This is not ideal, as it takes up a paid seat, but luckily my team was small enough that we had an extra available. It would be so much more efficient to just allow it to be assigned to a team.