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We have quite a number of workflows in HubSpot that classify, notify, assign tasks and owners.
If such users are out of office, processes get stuck in the dead end waiting for the users to eg come back from vacation.
We are using rotation in some cases to make sure that eg an initial follow up still takes place by a team member even if the initial user didn’t react in time.
We also added delays of 1 day to make sure the initially selected users had the opportunity to work on a task.
After that delay a rotation takes place.
Bad enough that the first user was out of office, the next that received the task via rotation was OoO as well.
We cannot delay and rotate again and again until we finally find one that actually works on the follow up action.
Please add an option where users (and as a fallback the team lead/delegate) can set themselves Out of Office and define their delegate to make sure that important workflows don‘t get stuck due to absence or at least get delayed by several days until rotation finally found a user.
It’s needed fast, ie before summer vacations start everywhere.
Hello! My name is Hallie, and I’m a Program Manager on the CXM team. I want to share an update with you all after connecting with the product team regarding this feature request.
At this time, the ability to have user OOO capabilities on things like tasks or contacts is not on the roadmap, so I am marking it as Not Currently Planned’. However, there are user OOO capabilities for tickets in Conversations Inbox and Help Desk, as outlined in this KB.
With that said, if you are still looking for tasks or other objects to have OOO capabilities, please review these feature requests and provide upvotes and feedback there moving forward. Any updates to those getting worked on will be shared right on those posts!
Out of Office Task Assignments - This request is asking for the ability to prevent tasks from getting assigned to users when they’re OOO.
If there are other aspects of OOO capabilities that those requests don't specify, you're always welcome to post a new feature request with your specific use case/ask. Thank you for your understanding and continued feedback!
Lots of awesome activity on this post this week. Hope you all are enjoying the new capabilities!
@KChristophe Thanks for your question! We are going to add OOO to at mentions in another week or two 😄 So be on the lookout for that update.
@FPalmisano If you have a team in your routing rule, the users on that team that are OOO or away will not be considered eligible for assignment and will not be assigned. Right now, this only applies to channel-based routing (routing from inbox- or Help desk-connected channels and skill-based ticket routing). We are working with automation to bring this same functionality to the 'rotate owner' action so all tickets route consistently but don't have a timeline for that effort right now.
@Arne We plan to expand the current offering to utilize calendar connections and automatically sync OOO blocks if the user has a gcal or outlook connected (the same connection used for meetings). I know you're also concerned about the non-ticket use case for this feature and we are also working with automation to make that a reality, but I don't have any timelines right now. Per your original ask, I won't close this post until we've delivered on the ability for contact and task assignment to ignore users who are away (out of office or outside working hours or manually set to away).
Hey, folx! User Working Hours are rolling out across portals and should be fully live for you by 04/11. If you would like to get the feature early, reach out to your CSM and we can get you unlocked.
We are also working on User Out of Office, and look to deliver that in Summer 2024 for Help desk and Inboxes. If you have need for workflows' 'rotate owner' action to understand and route based on user availability or out of office, then please talk with your CSM or spin up an additional idea forum post just for workflows. Given the many use cases in this post that span multiple products, we won't hold the request open until every last one is served. We will consider this request delivered once we have out of office for help desk and inbox. If you have additional needs outside of help desk and inbox, please open a request on a specific product (workflows) or specific product area (Sales Hub) so that product group can prioritize accordingly.
Do you know if this feature will be available to use in "rotate record" steps in workflows? Our specific use case is contact owner and/or deal assignment. We route them based on who is available and working that day so the leads can be followed up with promptly.
@laurabren Not at this time. We're discussing with the workflows team, but I don't have a timeline.
Good morning, everyone! We are working on building out user working hours, and you can learn more about the upcoming feature here. We anticipate this feature being available for beta in March. At this time, the main focus is conversation or ticket routing and scheduled meetings. Our next priority is to add out of office as well, and that will come later in 2024.
Hi, the out-of-office feature should be expanded. For example: - We have many Sales, and almost all leads are rotated to sales daily. If a salesperson is OoO, the lead for that day will not rotate to that person. - The Goals related to that person's Sales activities during the week should also be deducted according to the number of days off they are on
@hubspot@jdemello - have their been any updates to this? While some functions do utilize the working hours presents, it seems that the initial request to consider working hours for rotations (i.e. in workflows) still does not exist. When might we see this happen?
This might help some people dealing with OOO issues in workflows - I took a crack at building a Round-Robin Workflow Action that allows you to skip assignments based on a users availability, out of office status or working hours status.
Here's a workflow I built, the action outputs userId so off the page I'm just using a "Edit Record" action to set the owners of contacts.
Small update - I've decided to make my action - the one that allows you to skip owners if they're out of office/not-available/outside working hours - free as a hook for a larger product.
So if you need something that can help you avoid assigning records to someone who isn't arround - check it out
Hello! My name is Hallie, and I’m a Program Manager on the CXM team. I want to share an update with you all after connecting with the product team regarding this feature request.
At this time, the ability to have user OOO capabilities on things like tasks or contacts is not on the roadmap, so I am marking it as Not Currently Planned’. However, there are user OOO capabilities for tickets in Conversations Inbox and Help Desk, as outlined in this KB.
With that said, if you are still looking for tasks or other objects to have OOO capabilities, please review these feature requests and provide upvotes and feedback there moving forward. Any updates to those getting worked on will be shared right on those posts!
Out of Office Task Assignments - This request is asking for the ability to prevent tasks from getting assigned to users when they’re OOO.
If there are other aspects of OOO capabilities that those requests don't specify, you're always welcome to post a new feature request with your specific use case/ask. Thank you for your understanding and continued feedback!
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