Last updated: May 16, 2025
Available with any of the following subscriptions, except where noted:
Service Hub
Enterprise
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Super admins can set ticket capacity limits for users managing tickets in help desk. When limits are reached, automatic ticket assignment will pause. While tickets can still be manually assigned, users will see both their current ticket count and capacity, ensuring fair distribution and improving your teams overall efficiency.
Learn more about routing help desk tickets.
Set ticket capacity limits
Please note:
- To set a users ticket capacity, they must have a Service Hub Enterprise seat assigned.
- 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 set ticket capacity limits for users:
- In your HubSpot account, click the settings icon in the top navigation bar.
- In the left sidebar menu, navigate to Routing.
- Navigate to the Capacity limits tab.
- Click Add limit next to the user.
- In the Capacity limit field, enter the maximum number of tickets the user can be assigned. You can see the user's current ticket count here.
- In the bottom left, click Save.
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. However, they can still be assigned tickets manually or via workflows.
Edit ticket capacity limits for users
- In your HubSpot account, click the settings icon in the top navigation bar.
- In the left sidebar menu, navigate to Routing.
- Navigate to the Capacity limits tab.
- Select the checkbox(es) next to the user(s) you want to edit.
- At the top of the table, click Edit capacity. Then, enter the maximum number of tickets and click Save.
- If you've opted into the
User-based ticket capacity limits by ticket type beta, you can set individual capacity for each channel. Under Capacity type, click Capacity by channel. Then, enter the maximum number of tickets and click Save.
- To remove the ticket capacity, select the checkbox(es) next to the user(s). 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.
