BetaRotate ticket owners by skill with workflows

After assigning user skills in help desk, you can rotate tickets to users based on their skills using the Rotate record by skill action in workflows. For example, you can include the action as part of a larger workflow to update the ticket's properties and assign the ticket.

You can also route tickets by skill directly in help desk. Learn more about routing tickets in help desk based on agent skills.

Before you get started

When using the Rotate record by skill action, do note the following:

• The Rotate record by skill action is only available in ticket-based workflows.
• The action will use the existing help desk skills configuration. Learn how to assign skills to a user. 
• When creating a workflow with the Rotate record by skill action, the action will not replace the skill-based routing rules set within help desk.
  • Both skills-based routing in help desk and workflow ticket assignment rules can occur concurrently.
  • In certain cases, this can result in ticket owners being overwritten. For example, if a ticket was initially assigned within helpdesk, but later enrolls in a workflow with this action and the option to Overwrite any existing ticket owner selected.

Rotate records by skill in ticket-based workflows

1. In your HubSpot account, click More, then navigate to Automation > Workflows. If More doesn't appear in your account, navigate to Automation > Workflows directly.
2. Click the name of an existing workflow, or create a new workflow.
3. Click the + add icon to add a workflow action.
4. In the left panel, click to expand CRM. Then, select Rotate record by skill. 
5. Configure your Rotate record by skill action: 
   • Object to rotate: the ticket record to be assigned by the action. By default, this will be set to the enrolled ticket. You can also select other associated tickets. 
   • Assign to a user from these teams: assign incoming tickets to the teams selected.
   • Match skills based on: select which users are eligible for assignment based on skills. You can select from the following options: 
     • User has all of the selected skills: the user must have all selected skills to be eligible for assignment. For example, if English and French have been selected in the Assign to a user with these skills option, the user must have both English and French to be eligible. 
     • Users has at least one of the selected skills: the user will be eligible for assignment if they have at least one skill. For example, if English and French have been selected in the Assign to a user with these skills option, the user will be included if they have either English or French.

1. • Assign to a user with these skills: select the checkboxes next to the skills that you'd like to include. You can select primary and secondary skills. 

1. • Distribution: select how the tickets will be distributed to eligible users. You can select from the following:

• • • Load Balanced: distribute tickets to users with the fewest open tickets assigned.
    • Round Robin: distribute to users in rotating, sequential order.
    • Random: distribute tickets to users randomly.
  • Overwrite any existing ticket owner: select this checkbox to to overwrite existing ticket owners for selected records. If this option is not selected, only tickets without an owner will be assigned.
  • Assign to available users only: select this checkbox to assign tickets to available users only. Tickets will be unassigned if all users are set to away.