It would be very beneficial to have the option within Ticket workflows to have a Ticket Owner auto assigned to the person who closes that ticket or even changes the status.
Reasoning for this is my team works at different times, and in different pipelines, so by default we have all tickets unassigned.
Asking my team members to assign the ticket to themselves (another thing to find on the long list of properties to the left of the ticket view, and then another thing they have to click and select) is too much too ask. Currently the process to assign a Ticket Owner goes as follows;
1. Click the ticket owner window
2. Search for a ticket owner
3. Click the owner
4. Click save
Way too much clicking invovled to justify the action.
I need to be able to see how my tickets my agents are closing, but don't want them to have another thing to do when it seems like it can be automated within the system.
Yes please. This is exactly what I am looking for and it seems archaic to not have this standard. Any team with multiple members need to be able to have tickets assigned to them and it is way too tedious to ask your team to have yet another property to update
1. Have a "Take ownership" button where when clicked would automatically assign the ticket to the user, alleviating the steps described earlier, of having to find the property, and type in your own name and then select it.
2. In the Ticket Owner property field, have a "ME" option, much like already exists in Deal Owner filters. This eliminates the need to type in your own name all the time.
Great idea - and an absolute must-have. The current options to assign an owner via workflow are not sufficient for us. Best option would be a combination of the options already mentioned here in the chat:
1) A "one-button" option to "TAKE" ownership of an incoming / new ticket. 2) If no owner was assigned in the first place, then have the agent assigned as owner, who replied to the ticket.
Wow...I signed up for Service Hub without even asking if this was an included feature because it seems so straightforward that it would be. In all of the competitor's products I reviewed before choosing Service Hub, every single one had this option.
We would like this functionality, for example to automatically set a Ticket Owner to the current user when they set a ticket to Closed. We have so far used 2 different workarounds to address this:
Make Ticket Owner a mandatory property for the pipeline status Closed - the downside is that a pop-up window then appears everytime a ticket is set to closed, even if the ticket owner is already set
Use a workflow which resets the Ticket Status to Open if the ticket is closed without an owner - the downside is that it's not obvious for the user why the ticket isn't closing.
Please add functionality in workflows to set the Ticket Owner property to "current" user!
This is something you should be able expect at least from a Service Hub Professional plan and higher, so yes please add this, or at least add a <current user> option for setting ownerships in workflows for a clean "workaround" ...
Please implement this! This is a major gap in basic expected functionality. I appreciate the benefits of having my ticketing solution within the Hubspot ecosystem versus maintaining another integration, but over the past 3 years I've been using it, it's still far from being a best-in-class solution.
