Assign and rotate ticket owners using workflows

Use the Rotate record to owner workflow action to assign tickets to your paid sales and service users. You can use this action to assign users on the Ticket owner property or any custom HubSpot user property.

When setting up this workflow action, you can rotate ticket owners based on user availability and balanced distribution. For example, you can choose to route the tickets based on the number of open tickets that a user currently has, or based on random assignment. Learn more about ticket assignments.

Please note: if you're a Super Admin, you can opt your account into the Rotate ticket owners based on user availability beta.

Before you get started

When assigning tickets using the Rotate record to owner action, please note the following:

• When assigning tickets to specific users, users must be active with an assigned Sales or Service Hub Professional or Enterprise seat. Users with core and view-only seats, or who have not accepted the invite to join the HubSpot account, will not appear.
• When assigning tickets to a team:
  • The team must have at least one user with an assigned Sales or Service Hub Professional or Enterprise seat. If not, the team will not appear when setting up the workflow action. 
  • Only main team members with an assigned Sales or Service Hub Professional or Enterprise seat will be eligible for assignment. Extra team members will not be included.
  • If an account is opted into the Support Multiple Main Teams for Full Functionality beta, all team members will be eligible for assignment.
• If a user is over their set ticket capacity limit (Service Hub Enterprise only), they will become ineligible for assignment from Rotate Owner actions until they have reduced their active number of tickets. 
• Deactivated users or users who no longer have a paid seat will show in routing rules with a red border and will not be included in ticket assignments.

Assign tickets using workflows

1. In your HubSpot account, navigate to Automation > Workflows.
2. Click the name of an existing ticket-based workflow or create a new workflow.
3. Set your enrollment triggers.
4. Click the + plus icon to add an action. 
5. In the left panel, click to expand the CRM section. Then, click Rotate record to owner.
6. Click the Owner property dropdown menu and select Ticket owner. 
7. Click the Assign to dropdown menu and select from the following:  
   • Customer agent: incoming tickets will be routed to the customer agent. Learn more about setting up a customer agent.
   • Specific users and teams: assign incoming tickets to specified users or teams. You can use the following distribution options: 
     • Load Balanced: automatically evaluate and assign the ticket to the user with the least amount of open, assigned tickets.
     • Round Robin: assign tickets in a rotating, sequential order. 
     • Random: assign tickets randomly to eligible users in the assignment pool.
   • Team only: route incoming tickets to teams without assigning a ticket owner.
     • Tickets will appear in team-based views in help desk, including My Team's Unassigned and My Team's Open.
     • Only teams with at least one user who has a Service Hub seat can be selected for team routing. 
   • 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 there's no contact owner or if the assignment fails, the fallback option will be used.
   • No one: incoming tickets will not be assigned to any team members.
8. After setting your assignment type, set your assignment configurations:
   • Overwrite any ticket owner: overwrite any existing ticket owners with a new ticket owner based on the assignment rules. 
   • Assign to available users only: users that are set to Away will not be assigned tickets, even if they are configured in the assignment rules. Only available users will be assigned tickets. If all users in the assignment pool are away:
     • The Ticket Owner or Custom user property will be set to unassigned or (No owner).
     • The Assigned Teams ticket property will be set to all of the target teams from the routing options.
9. At the top, click Save. 

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