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Set ticket capacity limits for users in help desk (BETA)

Last updated: January 30, 2025

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

Service Hub   Enterprise

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 settings icon in the top navigation bar.
  • In the left sidebar menu, navigate to Routing.
  • Navigate to the Capacity limits tab.
  • Click add 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 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 Confirm.
  • 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 behaviour when reps are at max capacity. Learn more about setting up chat launcher behaviour during max capacity

 

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