We are hiring someone to work out of hours support for us - emails currently come in and a ticket is generated, I am trying to work out what the minimum permissions are for them to respond to new tickets without the ability to delete any records from hubspot.
This new hire shouldn't be allowed to view / edit existing contact records, we only want them to be able to respond to new tickets that arrive when we are closed for the evening - either myself or a colleague will then finish handling the ticket during our working hours.
Based on the current permissions I have assigned to a test profile the user cannot see any tickets as they aren't the ticket owner - I was thinking of making a workflow that automatically assigns new tickets to this user if it is during their work hours. This way they only see tickets relevant to them.
Does this seem like the most logical solution, i.e to restrict their access wherever possible?
Yes, it does. You would set record access permissions to "owned only" and not grant any delete permissions (or permissions to any other tools).
Your ticket-based workflow could run on outside of business hours (Settings > General > What times do you want the actions to execute?). Make sure to only enroll contacts where "Ticket owner is unknown" and unenroll ticket immediately when they have an owner (Settings > General > Unenrollment and suppression). Any ticket your team handles throughout the day, must also be assigned a ticket owner.
Hope this helps!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer
Yes, it does. You would set record access permissions to "owned only" and not grant any delete permissions (or permissions to any other tools).
Your ticket-based workflow could run on outside of business hours (Settings > General > What times do you want the actions to execute?). Make sure to only enroll contacts where "Ticket owner is unknown" and unenroll ticket immediately when they have an owner (Settings > General > Unenrollment and suppression). Any ticket your team handles throughout the day, must also be assigned a ticket owner.
Hope this helps!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer