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GColebourne
Membre

Auto assignment to owner, adjusting ratio

Résolue

Hi community. We have service hub ticketing in place, and auto assignment to an owner on rotation in our service team group for new incoming messages. 

As we enter a high contact period, I'd like to manage workflows better to ensure effective output is considered (to prevent flooding of newer members etc). Is there a way to adjust the auto assignment so say  two tickets out of every four go to x team member? 

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karstenkoehler
Solution
Au panthéon de la communauté | Partenaire solutions
Au panthéon de la communauté | Partenaire solutions

Auto assignment to owner, adjusting ratio

Résolue

Hi @GColebourne,

 

Out of the box this is not possible but it can be achieved with custom code actions in Operations Hub Professional or higher: https://developers.hubspot.com/docs/api/workflows/custom-code-actions

 

Others have already shared the code for lead rotation, it would simply have to be adapted for tickets: https://github.com/HubSpot/sample-workflow-custom-code/blob/main/samples/weighted_lead_rotation.js

 

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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1 Réponse
karstenkoehler
Solution
Au panthéon de la communauté | Partenaire solutions
Au panthéon de la communauté | Partenaire solutions

Auto assignment to owner, adjusting ratio

Résolue

Hi @GColebourne,

 

Out of the box this is not possible but it can be achieved with custom code actions in Operations Hub Professional or higher: https://developers.hubspot.com/docs/api/workflows/custom-code-actions

 

Others have already shared the code for lead rotation, it would simply have to be adapted for tickets: https://github.com/HubSpot/sample-workflow-custom-code/blob/main/samples/weighted_lead_rotation.js

 

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.