Auto assigning tickets on the first reply

aaronepperson

Auto assigning tickets on the first reply

 

A good feature would be to have tickets auto-assign itself to the first person(Support Agent) to reply to the email in that ticket and a widget on the ticket that shows who's looking at it in real time would be very helpful!

 

My team works on an open inbox system and we grab tickets as they come in on a first come/first serve basis. By allowing to a ticket to auto assign to the person who replies to it, there's less human error. Also, if someone is looking at a ticket, people will know and both people won't reply at the same time. 

19 Replies
abiblu
Contributor

Yes, agreed. We have just migrated from Zendesk which already has this feature and we're missing it sorely in HubSpot Service Hub.

BruceTrevarthen
Member

Hubspot would do well to simply release their own service desk interface as a front-end to the HubSpot ticketing.  ZenDesk is soooo superior and HubSpot has such a long way to go that at least this would help.

Corey1
Member

Yes, this would be very helpful since there is also no agent collision. 

deliverables
Member

+1 to this. I understand that we can use Workflows to round-robin tickets but there are certain scenarios where tickets will be answered on a first come first serve basis. It would cut down a lot of time and confusion if we have this feature.

FusterJ
Member

+1 to this as well. We also use a shared inbox and having to manually add the ticket owner is a extra step that is not needed 

crush
Member

I agree. Anything that helps cut down on additional steps is very helpful. 

NicolasChoupin
Contributor

Need that too, we also work without auto-assignation.

I just upvoted

 

Nicolas

abiblu
Contributor

Upvoting again as well

jasonm
Member

Yes, please! FreshDesk has it and we're weighing the options now.  It seems when a support rep comes and replies to a ticket (basically taking oownership), they should become the owner. Is it possible to have a workflow or something make that happen?

kiranmayee
Member

Hey All,

Zendesk app is finally here https://www.zendesk.com/apps/support/auto-assignment/?source=app_directory

Assigns tickets to agents as soon as they open the ticket. Works in play mode too. Plus it doesn't do the same for Admins & Owner accounts so that they can freely audit.

justintanamai
Member

Just got Hubspot a month ago. Please do something about this.

cmartins
Member

This is definitely a must-have feature. More often than not, the first person replying to the ticket is going to be the ticket owner. In the long run, having to set yourself as the ticket owner is very redundant.

monnier
Member

+1. Having to manually assign oneself to a ticket after replying is tediuos and prone to error.

Levi
Participant | Diamond Partner

Any updates on this one? 

vbordenave
Member

+1 it can take time to people to have to do this action to each ticket. Must-have feature

petertaiga
Participant

Fully agree that this function is badly needed

RSwitonski
Participant

Completely agree - it's an uncecessary manual step to have to remember each time!

amhofmann
Member

Agreed. This one is a completely unnecessary step and creates a lot of tickets with no owner. It should be an optional feature at minimum.

RSwitonski
Participant

100% agree with this. It's an unneccessary step for the first agent to have to manually select their name! Just leads to unaccounted for ticket owners.