topic Re: Auto assignment to owner, adjusting ratio in Tickets & Conversations

Auto assignment to owner, adjusting ratio

GColebourne — Fri, 24 Mar 2023 17:38:45 GMT

Hi community. We have service hub ticketing in place, and auto assignment to an owner on rotation in our service team group for new incoming messages.

As we enter a high contact period, I'd like to manage workflows better to ensure effective output is considered (to prevent flooding of newer members etc). Is there a way to adjust the auto assignment so say two tickets out of every four go to x team member?

Re: Auto assignment to owner, adjusting ratio

karstenkoehler — Fri, 24 Mar 2023 18:22:50 GMT

Hi @GColebourne,

Out of the box this is not possible but it can be achieved with custom code actions in Operations Hub Professional or higher: https://developers.hubspot.com/docs/api/workflows/custom-code-actions

Others have already shared the code for lead rotation, it would simply have to be adapted for tickets: https://github.com/HubSpot/sample-workflow-custom-code/blob/main/samples/weighted_lead_rotation.js

Best regards!