Workflow to clear ticket owner - reporting impacts
I'd like all tickets, regardless of history with any past owner, to always come in unassigned. I know I can create a workflow to clear the ticket owner, but will this impact attribution in reporting?
Workflow to clear ticket owner - reporting impacts
Thanks for the response, Karsten.
For some context, we're transitioning from another success platform to Help Desk...in the thick of Day 2.
Tickets are created via inbound emails to specific addresses. The current state has them come in "unassigned" by default. Standard work has you assign yourself the ticket when you start working on it. I just set the automation for any customer response to a closed ticket to create a new ticket, so I think that solves my for initial ask. What I think I actually need is an automation or workflow that removes any customer success ownership of the contact in the ticket. Clear as mud?
How exactly are these tickets created? Depending on the ticket source, tickets often are created without a ticket owner anyway.
If attribution or reporting are your concern, then there aren't any reports affected by this. There is no report, for example, that looks at the first owner of a ticket, only the current one. Unless you have something specific in mind, your reports that visualize the ticket owner will continue to work as they have before – reflecting the current owner once they're assigned to a ticket.
Best regards!
Karsten Köhler HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer