Auto Rotate, ability to mark user as on vacation or sick to remove/skip them in workflow
We have a pretty big sales team and we require them to respond to leads quickly to them being received. If a lead sits without a response for more than 15 minutes we are not doing our work the way we would like. We use a handful of workflows to distribute leads evenly through an auto-rotation.
Right now if someone goes on vacation I have to edit each workflow to remove them that day and then put them back in when they return.
The issue is that this then disrupts the workflow and it assigns back to back leads to the same person or generally doesn't work correctly. If I had some other way to mark a particular user someone as not taking leads that day so that it would skip them or mean I didn't have to edit each workflow automatically this would greatly help both my time spent and the issues my removing them and putting them back in creates.
Thanks for the replies and upvotes here. We are currently looking into this idea, and I will update the status with details when we have any new information.
One question I have for the group is: how do you all manage vacation now, and what would be the optimal way you would do this in HubSpot?
Great(?) stuff. Thanks for expanding and sharing. I think this is the type of in-depth examples Hubspot needs to see. I'd think an admin would also need the ability to turn someone Active/Inactive if the user forgets to set it themselves?
It would also be beneficial if an admin could also automatically assign the tickets or conversations from an absent team member. For example, if a team member is sick, I have to manually change the owner of all of his conversations to other team members.
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It does seem somewhat farcical that this isn't in place. How can the system run automated if you can't set in parameters around the people, working hours or times of unavailability without there being manual intervention. Needs a full review - as we were essentially sold the service hub package on that basis so our CS team can be assigned tickets automatically
Staff should definitely have some availability management. Maybe a tie in to the meeting scheduler? if there was a tick box 'remove me from allocations when i am not available on this calendar'. I don't know if meeting schedules allow you to block out days, but we would be happy if it include 365 integration and excluded days marked as non working days.
We have also often sought the ability to have weighted distributions. But I understand how the current rotation system works, it is simple but does not fit well with weighted distribution. I would like to think that we can maybe rotate between teams, and be member of multiple teams too. i.e. the rotation goes between team a and team b - at this point, it is 50/50 between teams. The rotator needs to remember that the allocation was to team a or b etc. then within team a, there can be 2 people who rotate as per normal but team b can be 3 people. Using this method, I would be able to have person a, b in Team a, then person a, b, c in team b. person c would in theory recieve 20% share, and person a and B would receive 40% each.
I'm completely agree with this topic. Actually on my company, if someone is on vacation, he/she has to talk with her/him collegue, and he/she has to see their collegue's tasks everyday. That's awful. Could be nice if you could have two options,
- Someone is fired from the team. So change all the workflows where he appears to this other user.
- Someone is on vacation. This user is temporaly unvialable, so, please reassign her tasks to this other user.
I too am looking for this functionality. The app marketplace has lackluster solutions as well. Would be great if HubSpot could provide even a cursorary work around!
