How to Configure Ticket Routing in Hubspot Help Desk
Routing tickets correctly in Hubspot help desk ensures every customer request reaches the right owner or team, helping you stay organized and respond faster.
This guide walks through how ticket routing works in the help desk, how to set up default assignment, and how to use automation rules so your support process stays consistent.
Understanding the Hubspot Help Desk Workspace
The help desk in Hubspot is a central workspace where your team manages customer conversations and tickets across connected channels.
Tickets can be created from:
- Connected email addresses
- Live chat and chatflows
- Forms that create tickets
- Manually created records
Routing defines who becomes responsible for each new ticket in this workspace.
How Ticket Assignment Works in Hubspot Help Desk
In the help desk, ticket routing in Hubspot is controlled both at the workspace level and at the individual channel or source level.
Key assignment sources include:
- Help desk workspace default assignment settings
- Connected team email inbox rules
- Channel-specific settings, such as forms or chatflows
- Workflow automation (if available in your subscription)
Hubspot evaluates available settings when a ticket is created and applies the most specific routing rule that matches the situation.
Accessing Hubspot Help Desk Settings
To configure routing for your help desk, you first need to open the workspace settings inside Hubspot.
- In your Hubspot account, go to the main navigation bar.
- Select the Help desk tool.
- Open the workspace you want to configure.
- Click the settings icon for that workspace to open its configuration panel.
Only users with the correct permissions can adjust these help desk settings.
Configure Default Ticket Assignment in Hubspot
You can choose a default owner for tickets that do not meet more specific rules. This ensures no ticket is left unassigned in Hubspot help desk.
- In the workspace settings, locate the section for Ticket assignment.
- Choose how you want new tickets to be assigned by default, for example:
- Unassigned
- A specific user
- A specific team
- Save your changes.
Default assignment works as a catch-all rule when there is no stronger routing configuration in place.
Hubspot Channel-Based Ticket Routing
Beyond the workspace default, ticket routing in Hubspot is strongly influenced by the specific channel that creates the ticket.
Hubspot Team Email Ticket Routing
When a team email is connected to the help desk, ticket creation and routing can be controlled from that inbox configuration.
- In your account settings, go to Inbox and select the relevant help desk inbox.
- Open the connected channel (for example, a support email address).
- Review and configure options such as:
- Create a ticket for every incoming email
- Assign conversations using rotation or specific users/teams
- Sync ticket owner with conversation owner
- Save the configuration so new messages route correctly.
These rules apply each time an email is received on that connected address.
Hubspot Form-Based Ticket Routing
If you use forms that create tickets, routing can be controlled from the form options and help desk settings.
- Edit the form that should create support tickets.
- In the Options tab, enable the setting to create a ticket on submission, if available.
- Define default ticket properties such as pipeline and status.
- Use workflows or follow-up settings to assign or notify the right owners.
When linked to a help desk workspace, the resulting tickets will respect both form-level and workspace-level rules in Hubspot.
Hubspot Live Chat and Chatflow Ticket Routing
Live chat and chatflows can also create tickets that appear in the help desk.
- Open the chatflow editor in your Hubspot account.
- In the chat settings, review how conversations are assigned:
- Assign to a specific user
- Assign to a specific team
- Assign using round robin among available users
- Enable ticket creation as part of the chatflow, if needed.
- Map chat information to ticket properties so context is preserved.
The chat assignment determines who initially handles the conversation, and that assignment can sync to the ticket owner, depending on your configuration.
Using Automation to Improve Hubspot Ticket Routing
Advanced routing in Hubspot help desk may use automation tools, depending on your subscription.
- Workflows: Automatically assign tickets based on criteria such as pipeline, status, source, product, or priority.
- Round robin assignment: Rotate tickets between members of a team to balance workload.
- Notifications: Alert owners or teams when high-priority tickets are created or left unassigned.
When building workflows, always test using sample tickets to confirm that routing logic works as expected.
Routing Rules Precedence in Hubspot Help Desk
When multiple rules could apply, Hubspot uses an order of operations so tickets are not assigned in conflicting ways.
While specific behavior depends on your setup, as a general pattern:
- Channel-level rules (email inbox, chatflow, or form) are evaluated first.
- Workflow-based or automation rules apply next.
- Help desk workspace default assignment is applied last if no other rule sets an owner.
This layered design lets you create broad defaults while still applying precise routing for important channels or segments.
Best Practices for Ticket Routing in Hubspot
To maintain a clean, efficient help desk in Hubspot, follow these best practices:
- Keep one clear owner source when possible to avoid confusion.
- Use teams and round robin only when capacity is evenly shared.
- Review unassigned tickets frequently to identify gaps in routing rules.
- Use ticket properties like priority, category, and product line to drive automation.
- Document your routing logic so new team members understand how tickets move.
Periodically audit your help desk and channel settings to confirm that routing still fits your current staffing and processes.
Where to Learn More About Hubspot Help Desk Routing
For the full technical reference on ticket routing behavior, configuration options, and limitations, review the official Hubspot knowledge base article on this topic: Route tickets in help desk.
If you need strategic guidance on implementing scalable support operations, automation, and CRM processes around Hubspot, you can explore consulting and implementation resources from partners such as Consultevo.
By combining clear routing rules, automation, and careful setup of every connected channel, your help desk in Hubspot can deliver consistent, fast support for every customer request.
Need Help With Hubspot?
If you want expert help building, automating, or scaling your Hubspot , work with ConsultEvo, a team who has a decade of Hubspot experience.
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