This page helps you make sure every request has one owner, and that new requests go to people who are working.
Assign by hand
- On the triage card, choose Assign to me, or choose Assign…, pick a teammate under Owner and choose Assign.
- In the web app, use the owner menu on a request, or Assign to me.
The Assign… list holds only your own teammates, never people from the customer's workspace. A teammate appears once they sign in to Thorpe or reply in a customer channel.
Claim with an emoji
React with 🙋 (:raising_hand:) on a customer's message in a customer channel, and the request is assigned to you. Only your teammates can claim. A customer adding the same emoji changes nothing.
If you claim a request and nobody replies within 30 business minutes, Thorpe sends you one DM: "You claimed this and it hasn't had a reply yet." It has Reply in thread, Unassign and Snooze 1h. A reply from your team, a new assignment, a snooze or closing the request cancels the reminder.
Assign automatically
Assignment rules run when a request opens. Set them in Settings > Team. Only admins can change them.
- Turn on 1. Account owner to give a new request to the owner of the customer's account, while that person is on duty. The account owner comes from HubSpot, when that optional integration is set up.
- Turn on 2. Round robin to share the rest among a group.
- Pick a Mode: Take turns, or Fewest open requests.
- Leave the group empty to use everyone on rotation, or pick teammates to narrow it.
The first rule that finds someone on duty wins. With no rules, new requests stay unassigned until someone picks them up. When a closed request is reopened, it stays with its owner if they are on duty, and the rules run again if not.
| Setting | Default |
|---|---|
| 1. Account owner | Off |
| 2. Round robin | Off |
| Mode | Take turns |
| Group | Everyone on rotation |
| Auto-assign for each teammate | On |
| Working hours | The default SLA policy's hours and time zone |
| Claim reminder | 30 business minutes |
On duty, working hours and away
A teammate is on duty when they are inside their working hours, it is not a holiday on the default SLA policy, and they are not away. Rules skip anyone who is not on duty.
- Working hours: in Settings > Team, select a teammate's hours to edit their days, Opens, Closes and Time zone, then choose Save hours, or Use team default. Teammates can edit their own row. Admins can edit anyone's.
- Rotation: the Auto-assign switch takes a teammate out of round robin.
- Away: in Thorpe's Home tab in Slack, choose I'm away, and I'm back when you return. A Slack status of 🌴, 🤒 or 🏖️ also counts as away.
When an owner is away or outside their hours, the 75% SLA alert in the triage channel says the owner is away, so someone else can step in.
What's next
- SLAs and business hours covers the alerts that follow an owner.
- Requests and the triage card lists the other card buttons.