The 'Sales collaborators' feature is useful for Deals.
It would also be very useful to include multiple users as contributors to a Ticket e.g. Ticket collaborators (like Deal collaborators).
In Salesforce, you can create Cases Teams and assign default users to the roles on the Case Team - and then kick off workflow actions based on the user's role. That would be an additional useful capability.
This is critical in a standard Service environment where a Ticket is passed from Helpdesk to 2nd or 3rd line support - it should be easy to see who is currently working the Ticket, but also who's been involved overall.
As a HubSpot UK partner, I would be very happy to speak to a Service hub Product Manager to explain more about the requirements needed for my Service Pro and Enterprise clients.
@vanessahunt Have you tried adding custom "owner" properties to the ticket? We have multiple owners on our tickets -- e.g. a "sales owner," a "CX owner," and a "product owner."
Yes @laurabren - that's what we are doing currently, but would prefer the broader functionality of true Case team functionality. Thanks for the suggestion though 😊
I was just talking about this, also specifically connecting Tickets collaborators with the existing Deals collaborators functionality. Hope this makes its way into Beta.
This functionality is common in any ticketing platforms I have used and just assumed it would be the case for Hubspot.
We have a workaround of "Ticket Collaborator" field but this only allows us to select one additional user internally into this field.
Often a ticket could have mutliple internal collaborators where we can create views and alerts for them - is there any other way to do this apart from creating multiple "owner" fields for this?
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