When assigning in the Help desk, it is now possible to see if the target user is on an active phone call. Additionally, in Availability Management, a new team filter has been added and the last selected filters will remain active after a page refresh or when navigating away and then returning to the Availability Management page.
With the “on a call” indicator, agents can ensure the person who is being assigned has the right bandwidth to handle the reassigned ticket. With team and sticky filters in Availability Management, users can monitor the availability and capacity of a specific group of users, and have that view persist through refreshes and navigating away.
When an agent is on an active call, they will show as “on a call” in the Assignment dropdown and bulk assign dropdowns within the Help desk.
Within Availability Management, a new filter has been added for HubSpot Team. Also, any filter selected will become “sticky”, meaning it will persist through page refreshes or navigating away and back again. To clear the filters, click the Clear Filters button on the upper right.
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