See who else is viewing and updating a ticket in real time

[IWhite]

Hi,

Is it possible to see who else is physically viewing  - and possibly updating - a ticket in Service Hub in real time?

We've recently migrated over from Zendesk where all agents actually looking at a particular ticket would have their avatar displayed.  (Was still possible for multiple agents to update a ticket but having that visibility of who else was viewing helped reduce the number of time it happened).

Had a look around - including the market place - but can't see anything obvious.

Thoughts and recommendations greatfully received.

Many thanks, Ian..

[SFarmer]

Our team deals with hundreds of tickets and we are all working in tandem to make sure that all tickets are answered in a timely manner. Being able to see if another team member is on a ticket keeps from multiple people working on the same tickets at the same time. It would be really beneficial to us to have this sort of addition because assigning all tickets would slow down our process.

[norismat]

While I can't find an official post, it appears that Hubspot has finally realized functionality to avoid collision on Helpdesk . This seems to be similar/identycal to the function that is/was available in Shared Inbox 

[Carlasleiman]

Hei 😊 just wondering if you got some new info about it? I also saw that in a clients portal but it showed the contact owner as viewing, and tickets that dont have an owner yet, shows nothing. Is it in real time or based on ticket owner?

[norismat]

no idea...

[Carlasleiman]

I just tested with a client of ours and it worked in real time 😁 not related to contact owner. Finallyyyy 😎

[norismat]

In my company we just moved 10 team members from the Techsupport team from Zendesk to Hubspot.
While the concept of ownership is correct, giving the regular overlap of teams in different time zones, we can't rely on that solely. A simple feature that would allow to be notified if another member of the team is viewing the same URL page would help A LOT. 
ANY ticket tool out there has some form of feature to prevent "Agent collision over tickets" . 

https://www.helpdesk.com/help/collision-detection-in-a-ticket/
https://www.desk365.io/glossary/agent-collision/
https://help.zoho.com/portal/en/kb/desk/productivity/articles/avoiding-agent-collision-over-tickets-...
https://support.zendesk.com/hc/en-us/articles/4408825035674-Troubleshooting-agent-collision-in-Play-...
https://www.helpshift.com/glossary/what-is-agent-collision/
https://support.happyfox.com/kb/article/664-agent-collision/
https://www.helpspot.com/agent-collision-detection
https://support.freshservice.com/support/solutions/articles/50000000941-detecting-agent-collision-in...

Should I continue? 
There are also broader tools that allow to have a similar experience across the web (which can't be used by us as the tool is not bound to a team but to the whole broad web users). --> https://chromewebstore.google.com/detail/sidechat-productivity-fre/jmbepbejibfliebepnngcffibccimekj?...

[ariellincoln]

Hubspot gives us the ability to see this when working conversations which is awesome but my Support Team primiarly works out of tickets so translating this same option to tickets would be so awesome for our business needs. 

[FFörster]

We have the same issue after switching from Zendesk. For sure, just assigning tickets manually or via automation is an option. But not for every support team.

[IWhite]

Hi Christoph - many thanksfor your reply - appreciated.

We do have a concept of ownership and it works well.  We do also encourage all team members to review all tickets, whether they are 'their' tickets or not.  Sometimes - in their eagerness to contribute - we do get multiple agents responding to the same ticket.   Something we'll just have to live with, by the looks of it.

[ChrisoKlepke · Accepted solution]

Hey @IWhite, 

Unfortunately, this is currently not a feature of the HubSpot Service Hub. I can understand, though that coming from a different software, you would want as much similar functionality as possible.

Without knowing too much about your company, organization and processes, it might also be an opportunity to review current processes and habits. 

It's a good practice to think of ownership of specific records like tickets, and HubSpot leans heavily on that idea. A person gets assigned manually or via automation to a ticket and therefore is the one responsible for handling the issue or request.

You can take a look here to get more insights on how to do owner assignment.

If you haven't already, maybe this is something exploring more in your case

Cheers, 

Chriso