HubSpot Update: SUNSET: Automatic ticket assignment for sales-seated users in Help desk

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Briefing Doc: Sunset of Automatic Ticket Assignment for Sales Users in Help Desk

Date: October 14, 2024

Source: Help Desk Product Update

Subject: SUNSET: Automatic ticket assignment for sales-seated users in Help desk

Summary: This update outlines a significant change to the Help Desk functionality, specifically regarding automatic ticket assignment. Effective immediately, only users with Service seats will be eligible for automatic ticket routing and assignment within Help Desk.

Key Changes:

Automatic Routing Rules: Sales-seated users will no longer be eligible for inclusion in "Specific users and teams" automatic assignment rules. Tickets will be routed to available Service seat users or remain unassigned if no eligible users are found within the rule.
Contact Owner Assignment: Automatic assignment to the Contact Owner now requires the Contact Owner to possess a Service seat. If the Contact Owner lacks a Service seat, fallback routing rules will be applied, which also require Service seats for "Specific users and teams" selection.
Team Assignment within Help Desk: Assigning a ticket to a team from within the Help Desk workspace will only consider users with Service seats on that team as eligible for assignment.
Manual Assignment: Sales and core seated users can still be manually assigned as the Ticket Owner through the assignment dropdown within the Help Desk workspace.

Rationale:

The update is driven by the platform's focus on Help Desk as a dedicated workspace for reactive support. Full access to Help Desk features, including automatic ticket assignment, now necessitates a Service seat. As stated in the update, "Help desk is an opinionated workspace for reactive support and a service seat is required to access all of the features, including automatic ticket assignment."

Impact:

Organizations relying on automatic ticket assignment to sales users in Help Desk will need to adjust their workflows. Consider the following:

Service Seat Provisioning: Determine which users require Service seats to maintain current ticket routing and assignment processes.
Routing Rule Review: Review and update existing Help Desk routing rules to ensure proper ticket flow with the new limitations on Sales seat users.
Process Adjustments: Update internal processes to reflect the changes and ensure effective ticket handling and response times.

Affected User Groups:

Service Pro users
Service Enterprise users

Next Steps:

Evaluate current user base and Help Desk routing rules to assess the impact of this change.
Communicate this update to all relevant stakeholders within the organization.
Adjust user seat assignments and Help Desk configurations as needed to maintain desired workflows.

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#Tech #Business #Marketing #George B. Thomas #Sidekick Strategies

HubSpot Update: SUNSET: Automatic ticket assignment for sales-seated users in Help desk

The Update Algorithm By Sidekick Strategies

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MP3•בית הפרקים

Briefing Doc: Sunset of Automatic Ticket Assignment for Sales Users in Help Desk

Date: October 14, 2024

Source: Help Desk Product Update

Subject: SUNSET: Automatic ticket assignment for sales-seated users in Help desk

Key Changes:

Automatic Routing Rules: Sales-seated users will no longer be eligible for inclusion in "Specific users and teams" automatic assignment rules. Tickets will be routed to available Service seat users or remain unassigned if no eligible users are found within the rule.
Contact Owner Assignment: Automatic assignment to the Contact Owner now requires the Contact Owner to possess a Service seat. If the Contact Owner lacks a Service seat, fallback routing rules will be applied, which also require Service seats for "Specific users and teams" selection.
Team Assignment within Help Desk: Assigning a ticket to a team from within the Help Desk workspace will only consider users with Service seats on that team as eligible for assignment.
Manual Assignment: Sales and core seated users can still be manually assigned as the Ticket Owner through the assignment dropdown within the Help Desk workspace.

Rationale:

Impact:

Organizations relying on automatic ticket assignment to sales users in Help Desk will need to adjust their workflows. Consider the following:

Service Seat Provisioning: Determine which users require Service seats to maintain current ticket routing and assignment processes.
Routing Rule Review: Review and update existing Help Desk routing rules to ensure proper ticket flow with the new limitations on Sales seat users.
Process Adjustments: Update internal processes to reflect the changes and ensure effective ticket handling and response times.

Affected User Groups:

Service Pro users
Service Enterprise users

Next Steps:

Evaluate current user base and Help Desk routing rules to assess the impact of this change.
Communicate this update to all relevant stakeholders within the organization.
Adjust user seat assignments and Help Desk configurations as needed to maintain desired workflows.

47 פרקים

#Tech #Business #Marketing #George B. Thomas #Sidekick Strategies

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HubSpot Meeting Rotations Update Source: HubSpot Product Update, October 7, 2024 Topic: New Meeting Rotations Feature for Scheduling Pages Key Themes: Improved Round Robin Scheduling: This update introduces Meeting Rotations, providing more control and flexibility over round robin scheduling in HubSpot. Automation and Efficiency: Meeting Rotations automate member updates and streamline scheduling page management, saving time and reducing manual effort. Fair and Strategic Meeting Distribution: The update enables even distribution of meetings amongst team members or weighted distribution based on specific criteria, ensuring fairness and allowing for strategic assignment. Most Important Ideas/Facts: Meeting Rotation Functionality: Users can create Meeting Rotations by navigating to Settings > Tools > Meetings > Meeting Rotations. Dynamic Membership: Rotations can be populated based on teams or groups of individuals. Any changes made to the team or group automatically update the rotation. Distribution Logic: Users can choose between even distribution of meetings or a weighted distribution. This allows for assigning different meeting loads based on factors like experience level or performance. Scheduling Page Integration: Meeting Rotations are integrated with scheduling pages. When a visitor accesses the page, they will only see the availability of the next rep in the rotation, determined by the chosen distribution logic. Automated Updates: Changes made to a Meeting Rotation automatically reflect on all scheduling pages using that rotation. User Requirements: To be booked through a scheduling page's meeting rotation, reps must have: Calendar connected to HubSpot Scheduling pages turned on Sales Hub Pro+ seat "Available" toggle turned on in the Meeting Rotation settings. Key Quotes: "Instead of prioritizing showing the most availability on a scheduling page before assigning a meeting, round robin scheduling pages will now offer the option of distributing the meeting assignments evenly between rotation members or assigning meetings based on a weighted rotation." "This way, teams can choose to give onboarding reps fewer meetings, assign the most meetings to the best sales reps, or give every rep an equal number of meetings." "Using a meeting rotation to populate your scheduling page members can save time. Round-robin members can be populated based on a team or a group of individuals through a meeting rotation. When any changes are made to the Meeting Rotation, those changes are reflected in all scheduling pages that use that meeting rotation." Target Audience: This update is relevant to HubSpot users in Sales Pro, Sales Enterprise, Service Pro, and Service Enterprise tiers who utilize scheduling pages and round-robin meeting distribution.…

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