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.
+1 I would love to see this as a feature, we have migrated from a ticket desk where the first agent who responds get the ticket automatically assigned. It's quite disruptive to set this manually each time.
So this is still being upvoted after almost 4 years of submitting the idea. Are our upvotes actually looked at? Is the Hubspot dev team working off Sprints where the most upvoted ideas are actually worked on? I was just recommended to upvote this because I was asking for this exact idea and I'm extremely dissapointed to see that nothing has happened.
Upvoting and replying here for visibility - this is a much needed feature that will reduce the strain of potentially missing replies or assignments after the initial reply. If another agent chimes in on a ticket while the owner is someone else, it should remain in that owner's name, but the first reply if unassigned should be set to that replied. This shouldn't be something needed to be done through workflows - I think it should be a simple on/off rocker switch or be the default action overall.
There are a lot of upvotes and idea submitted for this but does anyone have any updates or workarounds?
We are looking for a solution for the ticket owner to be automatically udpated to the user who first replied to an email on the ticket OR the user who first updated any of the ticket data (drop-downs in our case) - both of these would work for us to remove the manual step of an agent having to manually update "Ticket Owner"
The flow is this:
- Currently a ticket comes into Hubspot as "Unassigned"
- Our agents would reply to an email - on the ticket, not from an inbox as we have our helpdesk email connected to Hubspot Helpdesk only AND
- they would manually categorise/prioritise the ticket
The user would also have to manually remember to change the ticket owner of the ticket to themselves.
Are there any options with workflows to achieve auto-assigning to the user that has performed the actions above? I've tried to clone and edit a hubspot created workflow that if an email was sent to a client by us THEN set ticket owner to ....
But the issue is we need Hubspot to recognise the user who sent the email
Same with updating an field in the record - if Hubspot can recognise WHO did that first activity then we could set the ticket owner to that user
This is a really common feature in other Helpdesk systems - is there anything that can be done on this?
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