HubSpot Inboxes Overview: HubSpot Inboxes allow teams to manage incoming tickets efficiently by assigning them to the appropriate team or individual automatically, following predefined assignment rules.
HubSpot Inboxes Overview:
HubSpot Inboxes allow teams to manage incoming tickets efficiently by assigning them to the appropriate team or individual automatically, following predefined assignment rules. These rules are configurable in each Inbox and can consider factors like team availability, ownership, and fallback options if a primary owner isn’t available.
How Tickets Are Assigned Automatically:
When automatic ticket assignment is enabled in HubSpot, the system follows a hierarchy of rules to determine who should receive each new ticket. The rules set for the HR Inbox (see screenshot above) prioritize assignments in the following order:
1. Contact Owner:
- If the contact associated with the ticket has a designated owner, the ticket will automatically be assigned to that owner. This ensures that the contact owner, who might already be familiar with the case, handles the incoming ticket.
2.Fallback to Specific Teams:
- If no contact owner is available, HubSpot will look at a list of specific users and teams who can handle the ticket as a fallback.
- For example,
- the HR Inbox, the fallback assignment includes teams like HR Admin, Team BJ & Others, Team Lorena, Team Stefan, and Team Miguel.
- client inboxes will default to the individual owner of the client, and will be backed up by the team that the agent belongs to.
- HubSpot CAN distribute tickets among these teams to ensure they are addressed by someone with the relevant expertise. HubSpot has skills based logic that we can enable to direct tickets based on expertise.
3. Assign Based on Availability Status:
- HubSpot is also configured to assign tickets only to available users.
- If all users within the selected fallback teams are unavailable (e.g., marked as away), HubSpot may leave the ticket unassigned until someone becomes available, or it might attempt reassignment based on broader criteria.
Why Was This Ticket Assigned to You?
Given the setup, a ticket may be assigned to you because:
- You’re the contact owner for that particular contact.
- You’re part of a designated fallback team (HR Admin, Team Lorena, etc.), and the system determined that you’re available and best suited to handle the request.