Route tickets in help desk

In help desk, incoming tickets are left unassigned by default. Learn how to manually assign tickets, or if you're assigned a Service Hub seat, set up automatic routing rules so that tickets are automatically routed to specific users and teams in your account. 

You can also create skills for your account's users and then route help desk tickets to users based on their skills. Learn more about skill-based routing. 

Manually assign tickets

You can triage unassigned tickets or manually reassign a ticket to another user or team. 

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In the left sidebar menu, select the Unassigned view, then click an unassigned conversation to open it.
• In the upper right, click the Ticket owner dropdown menu and select a user or team. Or, if you enter your response in the reply editor, and click Send, the ticket will be automatically assigned the ticket to you.
• If you want to reassign a ticket to another user or team, open a ticket and click the Owner dropdown menu in the top right and select a user or team.

Automatically assign tickets

If you’re assigned a Service Hub seat. you can set routing rules for tickets created through channels connected to help desk. 

Requirements

To automatically route tickets to a specific user, they must meet the following conditions:

• The user must have an assigned a Service Hub seat. If the user doesn’t have access to a Service Hub seat, you cannot include them in your routing rules.
• Users must have access to tickets to access them in help desk. Learn how to enable access to tickets for your users. 
• If you select specific teams in your routing rules, incoming conversations can only be automatically routed to main team members. 

Set up automatic ticket assignment for team email channels

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk, then click Help Desk.
• Under the Ticket sources and routing section, select Channels. 
• Hover over the team email and click Edit. 
• Navigate to the Automation tab. 
• If you want to set up skill-based routing, follow the steps in this article. 

• Click the Assign incoming tickets to dropdown menu and select a routing option:
  • No one: incoming tickets will not be assigned to any team members. 
  • Specific users and teams: assign incoming tickets to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.

• • Contact owner: assign incoming tickets to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the submission will be emailed to the visitor's owner.
• If you've selected Specific users and teams, you can choose how to distribute tickets among users for both form and email channels. By default, the distribution type will be set as Balanced for all new channels. This setting will also apply to skill-based routing. To edit the distribution type, click the Distribution dropdown menu and select one of the following options: 
  • Random: tickets will be assigned randomly to users. 
  • Balanced: tickets will be assigned to the user with the least number of open tickets.

• By default, incoming conversations will only be assigned to agents that are available. If no agents are available, the ticket will be unassigned. You can clear the Assign to available users only checkbox to turn off assignment based on agent availability.

Set up automatic ticket assignment for form channels

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk > Help Desk. 
• Under the Ticket sources and routing section, select Channels. 
• Hover over the form channel and click Edit. 
• Click the Assign incoming tickets to dropdown menu and select a routing option:
  
  • No one: incoming tickets will not be assigned to any team members.
  • Specific users and teams: assign incoming tickets from form submissions to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.
  • Contact owner: assign incoming tickets from form submissions to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the submission will be emailed to the visitor's owner.
• By default, incoming tickets will only be assigned to agents that are available. If no agents are available, the ticket will be unassigned. You can clear the Assign to available users only checkbox to turn off assignment based on agent availability.
• In the bottom left, click Save.

Set up automatic ticket assignment for chatflow channels

• In your HubSpot account, navigate to Automations > Chatflows.
• Hover over the chatflow and click Edit.
• On the Build tab, click Automatically assign conversations to expand the section, then click to toggle the Automatically assign conversations switch on. Use the dropdown menus to select which users or teams to assign the conversations to.

Set up automatic ticket assignment for WhatsApp channels

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk > Help Desk. 
• Under the Ticket sources and routing section, select Channels. 
• Hover over the WhatsApp channel and click Edit. 
• Click the Assign incoming tickets to dropdown menu and select a routing option:
  • Customer agent: incoming tickets will be routed to the customer agent. 
  • No one: incoming tickets will not be assigned to any team members. 
  • Specific users and teams: assign incoming tickets to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.
  • Contact owner: assign incoming tickets to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the submission will be emailed to the visitor's owner.
• Once you're done, click Save in the bottom left. 

Set up automatic ticket assignment for calling channels

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk > Help Desk. 
• Under the Ticket sources and routing section, select Channels. 
• Hover over the calling channel and click Edit. 
• Under Channel operating hours, click + Add hours to configure the hours for your calling channel. 
• Under Routing during operating hours, click the Specific users and teams dropdown menu, and click the checkboxes next to each user or team you want to route calls to during working hours. Learn how to set up working hours.
• Next, use the dropdown menu to select an audio message for calls which are unanswered and are sent to voicemail.