Manage Tickets using Inboxes

[JHoyos]

Today in the Service Hub, you assign conversations to an Inbox, and you assign the ticket creation via a form. But a conversation does not allow you to assign the ticket to the proper time using workflows based on the ticket creation criteria.

We have the need to route tickets with workflows to team members but not to Inboxes.  Salesforce, Zoho, Freshdesk, Zendesk, etc have the capabilities to route the ticket first based on specific workflows and then engage the customer via conversations. 

It is very confusing managing conversations, inboxes, owners, team members and tickets when you have high volumne of tickets. It is not escalable to manage conversations and tickets.

[RJaglan · Accepted solution]

Hi @JHoyos 

Yes, this is possible with workflow but you need a Service Hub professional and you can assign and create a workflow based on contact property. So whenever someone submits a form, a ticket will be created and an email or notification will be sent to the contact owner or specific team member.

Your inbox is connected to the form that's why you are receiving the information in conversation as well.

Here are some screenshot of a ticket workflow ( an example how it will look like) 

Create contact based workflow

You can even rotate between your team members or assign a specific team member or a group. Even set time based activity and much more.

Create record and set ticket properties

Hope this will resolve your problem. Happy to help 🙂