Here’s my scenario: A ticket is created and auto assigned to a user. The user determines that the ticket was created in the wrong pipeline and moves the ticket to the correct pipeline. When this happens, there is no auto assignment that takes place. How can I trigger the auto assignment of the ticket when this happens?
Hey @DanaIrvine
To trigger the auto-assignment of a ticket when it is moved to a different pipeline, you can use the workflow feature in HubSpot:
In your HubSpot account, navigate to Automation and then to Workflows
Create a new workflow and select Ticket-based.
Set your enrollment trigger based on the ticket’s movement to a different pipeline or status.
Add an action for rotate ticket to owner, which will automatically assign the ticket to a new owner based on your specified criteria.Make sure to checkmark overwrite if the ticket has an existing owner, to ensure the new assignment takes precedence over any previous assignments.
To undersand this better you can go through this HubSpot acdemy lesson: HubSpot Academy
Let me know if you have any followup questions!
Thank you!!
Yhis almost works. The regular assignment rule only asigns to users who are available, this assigned to anyone in the team, even users who are marked away. 
You’re welcome @DanaIrvine
If my answer resolved your query, kindly mark it as the accepted solution. Thank you!
@DanaIrvine This is a quick one to set up with a ticket workflow. Here’s how I’d do it:
- Go to Automation, then Workflows, and create a ticket-based workflow
- Set the enrollment trigger to Ticket pipeline is any of the pipeline you move tickets into
- Add the “Rotate record to owner” action and pick your team or users
- Turn on the option to overwrite the current owner
- Turn on re-enrollment so tickets that move again get reassigned
Without the overwrite setting, tickets that already have an owner just keep it, and that’s the usual reason it seems broken. Test with one ticket before turning it on for everyone.