Assign default ticket owner

[PBarik]

When a ticket is first created, will a "Ticket Owner" be assigned automatically or will the field be left empty? If it is automatic, is there one default "Ticket Owner"?

[RBozeman]

Hi @PBarik,

Yes you can automatically assign owners to tickets. Here is HubSpot's documentation on this. 

And as @karstenkoehler pointed out, you can use Workflows to do more advanced routing than the basic features allow. You'll need a professional plan for access. 

But this actually a pretty nuanced problem, especially for larger operations that have many different routing considerations for their tickets. It sounds like you have a few, but I think a lot of companies would benefit from having more control over their ticket routing in many cases. 

Full disclosure, I wrote the article and work for Insycle as a Product Marketer, but we recently published this article that details the common issues that companies run into with ticket routing and loud management in HubSpot that you might find useful. Trying to use the basic routing features in tandem with advanced routing in Workflows can sometimes be difficult to manage and untangle if you run into problems. 

Best,

Ryan

[karstenkoehler]

Hi @PBarik,

That depends on how exactly tickets are created in your portal. Could you provide more details? (There are various ways that a ticket could be created automatically. From a new incoming message in a conversations inbox, via a custom workflow etc.)

Best regards

[PBarik]

Thanks for the reply @karstenkoehler .

To be in details let me put forth my point in this way.

Suppose in X-pipeline a ticket has been generated for Y-issue raised by customer. By default in HubSpot, the ticket created as no ticket owner assigned to it. The owner has to be assigned manually to Z-member.

Is there a way we can automate this process, that whenever a ticket is generated in X-pipeline, the issue will be automaticaly assigned to Z-member? Later that can be manually assigned to the other repsective person.

[karstenkoehler · Accepted solution]

Hi @PBarik,

Yes, this is possible in Service Hub Professional, using a ticket-based workflow: Menu > Automation > Workflows

If you're not on a Professional subscription, this is unfortunately not possible.

Should upgrading be an option, let me know – happy to provide more information.

Best regards!