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. 😊

[RBozeman]

Hey @BZimmermann,

I wanted to pop in here and share that Insycle (full disclosure, I work for them) recently debuted our ticket routing app (Assign) that allows you to set availability for reps. This works for leads as well. 

The availability features include:

• Set general working availability hours for reps M-F. 
• Set timezones for reps. 
• Set upcoming PTO, vacation, or out-of-office days in advance. 
• Quickly toggle reps unavailable for sick days or unexpected unavailable times (without having to go through and remove them from a bunch of workflows or any manual processes)
• Have full assignment logs so you can see why assignments were made (what reps were available/unavailable).

^^ Insycle skips any reps that are not in an availability window, so you can always ensure customers receive help quickly. Here's a recent article we published about this, it focuses on lead routing but the features work the same for tickets as well. 

[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!

[QGUILLOT]

C'est une fonctionnalité basique que propose un bon nombre d'autres solutions proposant du support, ce serait top de se pencher sur la question rapidement et de l'ajouter à la roadmap 😉

[BérangèreL]

Bonjour @QGUILLOT, J'espère que vous allez bien !

Merci pour vos retours !
 

Pour les suggestions de nouvelles fonctionnalités, je vous recommande tout d'abord de rechercher et de vérifier si cette idée n'est pas déjà présente sur notre Forum d'idées ici. Je vois que @karstenkoehler a partagé quelques liens, merci !

Si vous trouvez une idée similaire, donnez-lui un upvote et partagez votre cas d'utilisation unique dans les commentaires.

Si l'idée n'existe pas encore, envisagez de poster et de créer une nouvelle idée sur notre Forum des idées ici.
 

Merci de participer à la discussion !

Aussi, pour information, la Communauté est disponible en Français ! Vous pouvez changer la langue dans les paramètres pour cela.

Merci et bonne soirée !
Bérangère.