HubSpot Ideas

aaronepperson

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. 

34 Commentaires
LHo0
Membre

Yes, agent collision feature is needed as well.

MPasanen
Participant

Agee, this would be a great feature!

MPasanen
Participant

I think it would be a great idea set to set Ticket Owners based on email responders!

OJohnson0
Membre

+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. 

MFischer
Participant | Partenaire solutions Platinum

+1 on behalf of customer

HdeMello
Membre

+1 here, would be perfect 

IMantilla
HubSpot Employee

+1 on behalf of a customer

BenCarlson
Membre

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. 

squigglebit
Contributeur
There’s stuff that’s been needed for 2 years and upvoted hundreds of times
so I guess not
rachaelsink
Participant

+1 on behalf of customer

r5-ng
Participant

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.

 

Coming from Zoho Desk.

Joelk
Membre

+1

AndreyBug
Participant

Also need this. Any workaround using workflows? But I dont see how to condition who answered ticket

RSlowen
Participant

Hi all

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?