Trigger Ticket Assignment Routing Based on Pipeline and Status

Smart CRM & Sales Hub CRM
1

Hi,

Is it possible to create a trigger for the routing functionality in Hubspot based on a specific pipeline and status?
Right now, we can only trigger the routing when a new ticket enters our helpdesk. Ideally, we want to evaluate the ticket manually, and only when the ticket gets moved to a specific pipeline and status, the routing should be triggered based on the rulesets that we created. Is this possible?

Thanks!

2

Hi @PvPHS,

Yes, very possible. Your enrollment criteria would be that a Property Value Has Changed (Ticket Status). You can further refine that if needed, but essentially it would enroll after the evaluation and new ticket status is set.

You would then create branches for each of your rulesets. Based on the appropriate ruleset (branch) you would then assign the appropriate owner, or rotate between owners if more appropriate. Check out the screenshot below:

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3

Hi @PvPHS ! Yes it is possible, I’ll list the steps below:

  1. Create a ticket-based workflow.

  2. Set the enrollment trigger to:

    • Pipeline is [your target pipeline]
    • Ticket status is [your target status]
      (e.g., “Technical Review” and “Ready for Assignment”)

  3. In the workflow actions, use:

    • “Rotate record to owner” if you want to assign tickets round-robin across a team.
    • Or “Set property value” → Ticket owner if the assignment should be rule-based (e.g., based on region or product).

  4. Add any necessary branches to reflect your routing rules (e.g., ticket category, priority, region).

  5. Turn the workflow on — and test it with a sample ticket.

Hope this helps - let me know if you need further support, I’d be happy to schedule a free consultation here: https://meetings-eu1.hubspot.com/carolina10/hubspot-consultancy

Carolina De Mares

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Brandgang

Goirkekanaaldijk 14

5046 AT Tilburg

4

Hi @Josh @CarolinaDeMares ,

Thanks for the response! I think this could work for us. There is also a routing functionality integrated in the helpdesk, which allows you to route tickets. Would we also be able to trigger this when a tickets get to a specified satus and pipeline?
I mean this functionality: Route tickets in help desk based on agent skills

5

I would like to know this as well.

We all know you can create a workflow for routing tickets. But i’m curious about the functionality HubSpot provides.

6

Hi @lindahouben, thank you for posting in the community ! Right now, we can only route tickets in Help Desk based on user availability or agent skillset: Automatic ticket assignment. I do understand the benefits of being able to route tickets based on ticket pipeline and status directly through Help Desk. Have you considered adding this feature request to our Ideas Forum ? Our Product Team actively monitors this forum to plan for Product Updates and tons of features have been delivered from these request.

Let me know if you have any questions !

Cheers,

Josefina - Community Moderator

7

Yes! Rather than relying solely on new ticket creation, you can create a ticket-based workflow that enrolls tickets when they move into a specific pipeline and status, and then use actions within that workflow to route the ticket according to your rulesets.

To do this, navigate to Automation > Workflows, create a new workflow of type “Ticket-based,” set the enrollment trigger to fire when Ticket Pipeline is your chosen pipeline AND Ticket Status is the status you want, and then add branching logic or ticket assignment actions (such as “Rotate record to owner” or “Set ticket owner”) based on your existing routing rulesets.

This way, tickets only enter the routing logic after you’ve manually evaluated and moved them to the correct pipeline and status