I am please to announce that Shared Task Queues are now live to all Sales and Service Professional & Enterprise users.
In a previous post, we mentioned one of the challenges of solving the problem outlined in this original post: tasks created through workflows can be assigned dynamically to the enrolled contact's owner, but each owner has different queues because task queues are user specific.
We built a way for workflow users tocreate and share task queueswith other users inside of Tasks.After creating a shared task queue, you'll be able to assign tasks to this shared queue via the task action in workflows.
This shared task queues functionality is now live, which is our broader solution to the problem of assigning tasks to queues via workflows where tasks can be assigned dynamically.
With Sales or Service Professional or higher, you can now create and share task queues right from the tasks app in your HubSpot account. You can then use workflows (or sequences) to create tasks automatically and assign those tasks to shared queues. Learn more about how shared queues work.
We built a way for you (wonderful workflow users and operators) to create and share task queues with other users inside of Tasks. After creating a shared task queue, you'll be able to assign tasks to this shared queue via the task action in workflows.
In a previous post, we mentioned one of the challenges of solving this problem: tasks created through workflows can be assigned dynamically to the enrolled contact's owner, but each owner has different queues because task queues are user specific.
This shared task queues functionality is now in beta, which is our broader solution to the problem of assigning tasks to queues via workflows where tasks can be assigned dynamically.
If you'd like beta access to shared queues and the assign task to queue workflows action, please request access here: https://forms.gle/bt1knmsdCLofE7ZM7
**Please note that in order to create shared queues or to add users to a shared queue, users will need to have paid access to the Sales/Service Professional or Sales/Service Enterprise edition of HubSpot.
Thank you all for your feedback. One challenge here is that tasks created through workflows can be assigned dynamically to the enrolled contact's owner, but each owner has different queues because task queues are user specific. What would you want to happen in this situation?
Thank you all for your feedback. One challenge here is that tasks created through workflows can be assigned dynamically to the enrolled contact's owner, but each owner has different queues because task queues are user specific. What would you want to happen in this situation?
@bellawu I think the suggestions here are good. It would be great if we could have all these options and I have one more to add.
We should be able to assign a task queue to a specific person. Then if a task is assigned to that queue, that person gets automatically assigned to the task (this might be similar to what ColdCaleb's 1st suggestion is).
So to summarise, there should be 3 options when setting up the workflow/tasks into queues:
1. A common task queue so that the task stays with the owner, just in the new queue. 1 task queue, many owners.
2. An owned task queue which will assign the task owner or contact owner to the owner of that queue. 1 task queue, 1 owner. If the task then needs to go back to the previous owner, it is the responsibility of the person who completes this task to re-assign. Unless it then moves through the process into another owner specific task queue, then it will be auto-assigned again.
3. A task is assigned to an owner and then a queue based on that owner's available task queues.
As a management function, it would also be great to have the custom filters for tasks as suggested by ColdCaleb.