Auto assigning tickets on the first reply

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. 

13 Replies
Regular Contributor

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

New Contributor

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.

New Member

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

New Contributor

+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.

New Contributor

+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 

Occasional Contributor

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

Occasional Contributor

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

I just upvoted

 

Nicolas

Regular Contributor

Upvoting again as well

Occasional Contributor

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?

Visitor

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.

New Contributor

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

New Contributor

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.

Visitor

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