I just converted one of my channels to help desk, and everyone is getting notifications of new unassigned tickets in this pipeline instead of the assigned team members only. I obviously missed something, what do I need to look at?
Hey @DanaIrvine,
Welcome to the Community! 
While we wait for some peer input here, the first thing I’d check is the routing notifications like seen in this KB article here:
Tagging in a few folks to see if they’ve experienced this behavior before:
Hey @EugeneAtKiwi, @JasmineOejbro, @josh – do you have any suggestions for @DanaIrvine on this?
Thanks in advance!!
Sam, Community Manager
Hey @DanaIrvine ,
I’d recommend checking everyone’s notification settings; it might be that they have these toggled on.
If you’re on the Enterprise tier, Super Admins can set default notification preferences for other users (but users can still later override them via personal settings).
Unassigned notifications firing for everyone is usually a routing or subscription scope issue, not a broken Help Desk toggle.
Check: which teams are subscribed to that pipeline, whether unassigned alerts are portal-wide vs team-scoped, and whether the channel’s default owner/team is blank. Narrow who watches unassigned before you add more notification rules.
Is the blast limited to one pipeline, or every Help Desk channel you converted?
Hi @DanaIrvine,
HubSpot notifications should include a notice at the bottom to turn off these notifications:
When clicked:
These settings can also be found under Settings > Notifications > search for “new unassigned”: Set up user notifications in HubSpot
If you’re on a Professional or Enterprise subscription, you can set up notification profiles for all of your users at once: Create notification profiles
Best regards
We want help desk notifications, but only for the channels where the user is assigned. Only one team should be getting the notifications for this channel, not all of our users.
Only one channel has been converted to help desk to date as a test. The rest still use inbox. Maybe I am misunderstanding how the security model works. We need the entire company to be able to access tickets and conversations in this pipeline, but only members of the primary team should be notified of conversations or assigned tickets from it.
This did not address my issue. Our users should receive helpdesk notifications only for their primary team. Everyone needs to be able to access all pipelines, but only get notified of the ones they are a primary member of.
We only converted one channel to help desk to test the functionality, so I do not know if it affects more or not. There should only be 3 primary members of this channel, but others are getting unassigned ticket notifications.