I feel like we are missing a feature to automatically reassign tickets when an owner is away, similar to the concept in the edited image below:
The root issue is that there is no flexible, editable connection between the User object properties (like hs_availability_status) and the Ticket object in workflows. While I can create a user type workflow where the trigger is the availability status, it leads to nowhere, as I cannot send this information to the Ticket.
The only possible workaround could be creating custom objects for every user, tracking their availability status there as well, and associating these custom object records to every single ticket. This could work in theory but is really not ideal, and problematic in many ways.
While I understand that skill-based routing is gated behind higher subscription tiers, simply allowing ticket reassignment based on basic “Available/Away” status is a fundamental operational need for any team handling incoming customer requests.
Hey @csrdmarton,
I agree that this is a gap. We’ve run into a similar situation with a client who wanted some custom routing. Here’s what we did for them:
- Create a custom zap/n8n flow that does the assignment
- This needs a table to track who the last ticket was assigned to, or in your case it would just do a lookup to check who has the most tickets
- Then check all the users to see who’s available
- Then assign the appropriate user
Happy to discuss this with you if you’d like someone to build that for you!
Hi @profitpad,
Thanks for the suggestion, I am sure that would work since I was also planning to use a 3rd party automation software for this issue, called Make.
However, these tools usually cost credits for every action, which I’d like to avoid. And I feel like this feature should be included in HubSpot natively. If we can solve this with no-code tools and are willing to pay some extra for those, it cannot be too difficult for the developers to implement.
Until then, I can only recommend the same as you to others who need this feature 
Here’s how I solved it until they give us this functionality.
Create a workflow:
- Trigger: Ticket owner is any of [Away rep] + ticket create date is today and/or Last Customer Reply Date.
- Add branch logic to separate new and existing tickets. For existing tickets, I created a task to “Return to Your Ticket” that’s assigned to the initial owner, for when they return.
- Then point both branches to a “Rotate Record to Owner” action to reassign the ticket. Be sure to check the “Assign to available users only” option.
When someone is traveling, have them set themselves as “Away” in the helpdesk interface and add their name to your workflow from above.
