Quick tipHow toService Hub

Assign help desk tickets automatically

Tickets arrive unassigned unless you set routing rules.

Subscription
Service Hub; help desk features need a Service seat
Permissions
Help desk settings access
Time
3 min · Intermediate
Last verified

Short answer

HubSpot's KB: help desk tickets are unassigned by default. Routing rules need users with a Service seat; users without one can't be included. Assignment considers routing rules, availability, ticket capacity limits and skill-based routing. Team routing only reaches main team members.

1. Availability

Help desk availability in my demo portal.

Availability Management with filters, user status, and ticket capacity columns highlighted
Filters (1), status (2), and capacity (3).

2. Workflows

For other objects, see rotate record to owner.

3. Related

Availability management.

Sources

New field notes by email

One email when a new article publishes.

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