Availability management for tickets

[BZimmermann]

Hello Community,

This post serves as a question or idea.

In Customer Service / ServiceHub, I want tickets (through a form submission or mailbox link) to be assigned to available employees only.

However, in HubSpot you can only define a team or certain users between whose tickets are distributed. The availability management in HubSpot does not apply here, as it is only used for chat conversations.

Currently, we therefore always have to remove unavailable colleagues from the team so that no tickets are assigned to them.

Is there a more attractive solution here? If not, it would make sense to extend availability management for all tickets and conversations.

I would appreciate any feedback and help. 😊

[karstenkoehler · Accepted solution]

Hi @BZimmermann,

You're correct, there currently isn't any native out-of-the-box feature for this in HubSpot. Right now, you would have to custom code a solution. Using custom code actions in Operations Hub Professional, you could build your own assignment logic based on how many open tickets a user currently has.

Any other workaround would have a manual element: letting users self-assign tickets based on their own perceived/actual availability, manually assigning tickets at the beginning / end of the day based on user availability etc.

You could also approach this from a different angle. Using a ticket-based workflow, you could send notifications to yourself when high-priority tickets are overdue so you can assign them to available users, for example.

Some users have posted similar requests here already:

Assign a ticket to a team instead of specific user

Assign ticket to next person online

You can upvote and comment on these requests, the product team reviews them based on their popularity.

Best regards!