Skip to content

Route tickets in help desk based on agent skills

Last updated: February 6, 2024

Available with any of the following subscriptions, except where noted:

Service Hub Enterprise

Skill-based routing allows you to match your customers' needs to the best skilled agent to help resolve issues efficiently. You can use customer and ticket information to create a set of rules to route to teams or agents with specific skills.

Requirements

To set up skill-based routing, the following requirements must be met:

  • You must be opted into the help desk workspace beta.
  • You've connected an email channel to help desk.
  • Routing tickets for a connected form channel is currently in beta.

Create and manage skills

To create and manage skills in your account:

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Routing.
  • In the top right, click Manage skills.
  • All your current assignable skills will appear to review in the table. Skills can include languages that your team is fluent in, or custom skills (e.g., a specialization in a specific part of your business).
    • By default, HubSpot's supported languages will be listed as skills you can associate with members of your team, either as their main or secondary language.
    • Hover over a skill and click Edit it, or click Delete to permanently remove it from your account. Skills cannot be deleted if they're currently assigned to a user in your account.

review-skills-in-routing-settings

  • To create a new skill:
    • In the top right, click Create skill.
    • In the dialog box, click the Category dropdown menu, then select a category.
    • Enter a name for the skill, then click Save.

create-new-skill-dialog-box

The new skill will appear in the table and will be assignable to users and teams with a paid Service Hub Enterprise seat.

Assign a skill to a user

To associate a skill with a user:

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Users & teams.
  • Hover over a user, click the Actions dropdown menu, then select Edit user.
  • Click the Skills tab.
  • Customize the user's custom skills by clicking the User skills dropdown menu and selecting the checkbox next to any custom skills you've created.
  • Set the user's language skills in the Language skills section: 
    • Click the Main language dropdown menu and select the checkbox next to any language that the user is highly fluent in. This level of fluency implies that the user can handle industry-specific terms or situations where advanced fluency is required.
    • Click the Secondary language dropdown menu and select the checkbox next to a language that the user has conversational fluency in. Setting a secondary language implies that the user is comfortable chatting with customers in that language but might not have enough knowledge to help them navigate industry-specific or legal copy where clear communication is important.
edit-skills-for-user
  • When you're done customizing the skills associated with a user, click Save in the bottom left.

Skill-based routing rules for tickets

After you've configured and assigned skills to users in your account, super admins and users with Account access permissions can create routing rules for each email channel connected to help desk.

Routing rules are organized as follows:

  • Each connected email channel can have one ruleset.
  • Each ruleset can have up to 19 sequential routing rules.

To create and organize your rulesets and routing rules:

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Routing.
  • Click Create ruleset.
  • In the right panel, enter a name for the ruleset, then select an email channel. If you opted into the beta for skill-based ticket routing for help desk forms, you can also select a connected form channel.
  • Click Next.
  • Customize a routing rule within the ruleset:
    • Enter a rule name.
    • Click + Add condition to configure which tickets will trigger the rule:
      • Add filters based on ticket properties, which can be configured in the Edit filter section after you select a property.
      • Filters can be combined within a single filter group by clicking + Add filter under the AND label, or by clicking + Add filter group under the OR label.
      • When you combine filters using AND, lists must meet all of the criteria in order to be included in the resulting filter view.
      • When you're done, click Save.
customize-conditions-for-ruleset-in-skill-based-routing
    • Click the Select teams dropdown menu and select the checkbox next to any team that the filtered tickets should be routed to.
    • Click the Any skill dropdown menu and select the checkbox next to the associated skills of the users you want the tickets to be routed to.
    • Both teams and users are optional fields, so it's possible to route based only on skills or only on teams.
  • When you're done customizing your rule, you can click Save and create next rule if you want to create a new rule, or click Save in the bottom of the side panel to save your ruleset with the single rule and return to the ruleset page.
review-ruleset-and-rule-for-skill-based-routing

 

Review and edit routing rules

Once you've created a routing rule, the ruleset page will list each rule in a sequential list in priority order.

  • These routing rules will execute sequentially: if the conditions of the first rule are not met, the second rule will be tried, and this process will be repeated until all the rules are tried.
  • If no matches are found within a ruleset, the default routing rule will be used on the channel settings page. If a super admin or user with Account access permission changes the default routing rule on the ruleset page, the changes will be reflected on the channel settings page.
  • You can change the priority order of routing rules on the ruleset page by dragging them into a different order. You can also hover over a rule to edit, clone, or delete the rule.

review-rules-in-configured-ruleset-for-skill-based-routing

To toggle a ruleset on or off, click to toggle the Ruleset status switch on/off.

toggle-ruleset-status

 

Was this article helpful?
This form is used for documentation feedback only. Learn how to get help with HubSpot.