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 Kommentare
Antoine_
Teilnehmer/-in

A very usefull idea ! Or for task, also.

IanBowden
Mitglied

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
Mitglied

This is a MUST.  When will be in the product

NoemiNL
Mitglied

Indeed this should be available for collaborating with teams!

rraven
Teilnehmer/-in

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

harmon_dan
Mitglied

Agreed, this would be helpful.

Giorgio
Mitglied

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
Mitglied

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

Saf
Teilnehmer/-in

+1 essential

fiberpunk
Mitwirkender/Mitwirkende

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

SaWells
Mitwirkender/Mitwirkende | 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
Mitglied

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

AEryorulmaz
Mitglied

We need this as well.

spoole
Teilnehmer/-in

When is this happening?

TM21
Mitglied

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

DarkHouseDevops
Mitglied

+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.