Tickets & Conversations

GPrasath
Miembro

Auto assign tickets

resolver

Hi,

 

We are still exploring HubSpot at this stage. Currently, we are trying to auto-assign tickets to users based on To: email address. For example, if the email is addressed to user1@company.com, the ticket should automatically be assigned to user1. We could not figure out how to set this up.

 

We also tried a few things with automation -> workflow.

 

1) Is there a way we can trigger automation and start the workflow when an email arrives?

2) Using custom coding how can we get the To: email address? We don't see any options under conversation properties.

 

Any help is really appreciated. 

 

Thanks

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1 Soluciones aceptada
Jnix284
Solución
Miembro estimable | Partner nivel Diamond
Miembro estimable | Partner nivel Diamond

Auto assign tickets

resolver

Hi @GPrasath happy to jump in and help.

 

I highly recommend working on tickets from the Conversations Inbox - it will be much easier to manage your tickets/conversations than trying to email directly from tickets.

 

You can create multiple inboxes to separate the work for your team automatically, or you can connect multiple email addresses as channels to one inbox - either way, you can autoassign by user.

 

The easiest way to do this would be to associate each of the user emails with their own Inbox, then you can set rules to autoassign the tickets based on the inbox using the channel settings shown below and everyone can work independently.

 

If you connect multiple channels to the same inbox, you can set rules to autoassign the tickets based on each channel, but all of the messages will be visible to everyone unless they select a filtered view.

 

This is what it looks like for one email connected as a channel:

Jnix284_0-1694561845368.png

 

I work in the inbox with tickets every day and LOVE how much flexibilty there is for automation - I couldn't recommend it more!

 

Hope this helps!

 


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Director of Revenue Operations at WORQFLOW

connect with Jen on Linkedin

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5 Respuestas 5
Lucila-Andimol
Líder intelectual | Partner nivel Gold
Líder intelectual | Partner nivel Gold

Auto assign tickets

resolver

Hey @GPrasath hope your are doing great.

I 'll go with the option Jennifer mentioned

and create different Inbox channels for each email receiver.

this way you get to assign independently the tickets

with their own automations.

From the API/DEV point of view here is some info you may take a look at .

but you wont find this in the Properties section.

Hope this helps.

María Lucila Abal | COO Andimol
HubSpot Expert, Community Champion & Certified Trainer (12+ years)

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Did my post help answer your question? Mark this as a solution.

SNigam
Asesor destacado

Auto assign tickets

resolver

@GPrasath can you please clarify more about this "To email", Because my understanding is any conatct created in hubspot if it having email then it mentioned in email property of contact object. 

 

So if any contact created in hubspot and you have sent an email from hubspot and the you receive a reply on that in hubspot so on the same email you would receive a reply from which you have sent first to that contact. 

So I am little confused about the question can you please share some screenshots to clear the question.

 

Thank you

Shubham Nigam

GPrasath
Miembro

Auto assign tickets

resolver

Hi @SNigam,

Thank you for your response.

What we mean is - if an email arrives from someone addressed to "user1@domain.com" (the to: email address), then the ticket must be assigned to user1 automatically. If it is user2@domain then it should be assigned to user2.

 

We are not talking about the contact here, it's a step even before that.

 

Attached is a screenshot for reference.

 

As you can notice, the email is addressed to me - guru@domain.com so the ticket should be automatically assigned to me.

 

GPrasath_0-1694421811948.png

 

0 Me gusta
Jnix284
Solución
Miembro estimable | Partner nivel Diamond
Miembro estimable | Partner nivel Diamond

Auto assign tickets

resolver

Hi @GPrasath happy to jump in and help.

 

I highly recommend working on tickets from the Conversations Inbox - it will be much easier to manage your tickets/conversations than trying to email directly from tickets.

 

You can create multiple inboxes to separate the work for your team automatically, or you can connect multiple email addresses as channels to one inbox - either way, you can autoassign by user.

 

The easiest way to do this would be to associate each of the user emails with their own Inbox, then you can set rules to autoassign the tickets based on the inbox using the channel settings shown below and everyone can work independently.

 

If you connect multiple channels to the same inbox, you can set rules to autoassign the tickets based on each channel, but all of the messages will be visible to everyone unless they select a filtered view.

 

This is what it looks like for one email connected as a channel:

Jnix284_0-1694561845368.png

 

I work in the inbox with tickets every day and LOVE how much flexibilty there is for automation - I couldn't recommend it more!

 

Hope this helps!

 


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Director of Revenue Operations at WORQFLOW

connect with Jen on Linkedin

DianaGomez
Administrador de la comunidad
Administrador de la comunidad

Auto assign tickets

resolver

Hi @GPrasath

 

Thank you for your inquiry. 

 

I'd like to involve some of our experts in the conversation to review whether they have any suggestions for you or if they have encountered a similar case in their experience and how they resolved it.

 

Hi @SNigam, @Franci, @Jnix284Do any of you happen to have any suggestions for @GPrasath ? 

 

Thank you all for your contributions.

 

Best regards,

Diana


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