Set ticket capacity limits for users in help desk

You can set ticket capacity limits for users managing tickets in help desk. If automatic ticket assignment is enabled for a channel connected to help desk, users who reach their capacity limit will no longer receive tickets automatically. While tickets can still be manually assigned, users will see both their current ticket count and capacity, ensuring fair distribution and improving your team's overall efficiency.

Learn more about routing help desk tickets.

Before you get started

• You can only set ticket capacity limits for users with a Service Hub Seat.
• Ticket capacity limits are based on the Ticket owner property and apply only to help desk tickets in an Open status. Tickets assigned to the user that are not from a channel connected to help desk do not count towards the user's ticket capacity limit. To manage limits for channels connected to the conversations inbox, learn more about setting chat capacity limits.
• Users who reach their capacity limit are not included in automatic assignment for help desk tickets. Tickets are routed to the next available user, and if all target users are at capacity, the ticket will remain unassigned until it is manually assigned.
• Tickets can still be assigned to users who've reached their limit manually or via workflows.

Set ticket capacity limits

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Routing.
3. Navigate to the Capacity limits tab.
4. Hover over the user and click Edit capacity. 
5. In the right panel, select a Capacity type:  

• • Total ticket capacity: set a limit for the total number of tickets a user can be assigned at any given time.
    • Click add Add limit.
    • In the Ticket limit field, enter the maximum number of tickets. You can see the user's current ticket count here.

• • Capacity by channel: set a limit for the total number of tickets a user can be assigned per channel: 

• • • Calling limit: enter the maximum number of calling tickets a user can be assigned. The limit can only be between 0 or 1. 
    • Messaging limit: click add Add limit and enter the maximum number of tickets for live chat, WhatsApp, Facebook and custom channels. 
    • Email and other sources limit: click add Add limit and enter the maximum number of tickets for emails, form, and tickets without a defined channel. 

6. Click Save.

Edit ticket capacity limits for users

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Routing.
3. Navigate to the Capacity limits tab.
4. Select the checkboxes next to the users you want to edit.
5. At the top of the table, click Edit capacity.
6. In the right panel:
   • Select a capacity type.
   • In the Ticket limit field, edit the maximum number of tickets for that capacity type. 

7. • To remove a ticket capacity, click the delete icon next to the limit. 
8. To remove the ticket capacity for multiple users, select the checkboxes next to the users. Then, select Delete capacity at the top of the table.
   
   

Set chat launcher behavior during max capacity

If you have a live chat channel connected to help desk, you can customize the chat widget behavior when reps are at max capacity. Learn more about setting up chat launcher behavior during max capacity.