Notify account managers about conversation with their company
SOLVE
Hello talented people,
looking for some local wisdom, thank you in advance to anyone who has a look at this. We are operating with a dedicated tech support team that handles all incoming support conversations (with automatically created tickets). Most of the clients also have their dedicated account managers who are owners of these contacts in HS but who are not handling the support request, but would like to be notified that someone from the company they are responsible for, is reaching out to the support. Is there a way to either - notify the account managers about incoming conversation from their contact (while the conversation is being owned and handled by someone else) - or to create a view in the inbox based on what is the originatig company/contact, so that the AMs can check it there?
I think the following should work, but will need some refining depending on your ticket volume, how likely contacts have multiple or repeat tickets open.
1. Create an active list of contacts who are associated with newly created ticket.
2. Then create a contact based workflow, enrolment trigger is being a member of the list we just created. Select the send internal email action, send to existing contact owner, edit available data and include ticket information
This should work, but I'd recommend testing this.
Alternatively, being conscious of potentially sending too many notifications. You could use the list as a basis for a contact view which you then save and make available for everyone. Each Account Manager then simply selects that view, filters by themselves as owner and voila they see which of their contacts has open tickets. (Which reminds might be worth including an additional filter in the list to only include tickets that are not closed.)
Hope that has given you some ideas.
Frank
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Notify account managers about conversation with their company
SOLVE
Thanks a lot Frank! I actually got another recommendation which I ended up using, that is to create a custom ticket property and then use a workflow to populate the company name in the custom property. And then create a view in the inbox based on that ticket property 🙂 That was actually something I already tried but I failed at the automated "copy-pasting" of company name value. So far it seems to be working!
However, your elaborate recommendation is super cool and pointed to other ideas, so thank you!
Notify account managers about conversation with their company
SOLVE
Thanks a lot Frank! I actually got another recommendation which I ended up using, that is to create a custom ticket property and then use a workflow to populate the company name in the custom property. And then create a view in the inbox based on that ticket property 🙂 That was actually something I already tried but I failed at the automated "copy-pasting" of company name value. So far it seems to be working!
However, your elaborate recommendation is super cool and pointed to other ideas, so thank you!
I think the following should work, but will need some refining depending on your ticket volume, how likely contacts have multiple or repeat tickets open.
1. Create an active list of contacts who are associated with newly created ticket.
2. Then create a contact based workflow, enrolment trigger is being a member of the list we just created. Select the send internal email action, send to existing contact owner, edit available data and include ticket information
This should work, but I'd recommend testing this.
Alternatively, being conscious of potentially sending too many notifications. You could use the list as a basis for a contact view which you then save and make available for everyone. Each Account Manager then simply selects that view, filters by themselves as owner and voila they see which of their contacts has open tickets. (Which reminds might be worth including an additional filter in the list to only include tickets that are not closed.)
Hope that has given you some ideas.
Frank
Found my comment helpful? Great! Please mark it as a solution to help other community users.