I would like to share one ideia about Automatic distribution of tickets by quantity. For example, our team have a goal to solved 120 tickets per day. But that's the limit per person. We Would like somehow to have to setting how much tickets each member of our team could do it during the day. It would be very great if these tickets could be distributed as more customer messages come in.
Hello! My name is Hallie, and I'm a Program Manager on our CXM Team. This is being marked as 'Delivered' because this is now available for Service Hub Enterprise users, as outlined in this KB. 🙂
Good news, this is now in private beta for Service Hub Enterprise users!
Tickets | Routing and Assignment | Help Desk
User-based ticket capacity limits for all open tickets
January 28, 2025
What is it?
With this release, Service Managers can individually limit the number of open tickets that are automatically assigned to their support agents, allowing more flexibility while also reducing agent overwhelm. Agents in Help desk can also see when they are at capacity and be aware of other users capacity when reassigning a ticket.
Why does it matter?
Support agents can become easily overwhelmed when they have too many open tickets assigned to them and more senior agents can take a larger load than new agents with less experience so it's important that Service Managers can set ticket capacity limits on individual users relevant to the size of the workload that user can handle.
How does it work?
Setting ticket capacity limits on users
Admins can set individual user capacity limits for open tickets in either the new Routing > Capacity Limit page or on the user record page under the Routing section. If an Admin wants to set multiple limits on multiple users at once, it is recommended they use the Routing > Capacity Limits page to easily search by team and/or bulk update a group of users.
Note: a user must have a service seat in order to have ticket capacity limits.
Set capacity limits on multiple users
Admins can set ticket capacity limits for individual or multiple users by navigating to Settings > Routing > Capacity Limits where a list of service seated users will be shown with their current ticket capacity limits. This list can be filtered by teams to make it easier to set limits per user on a specific team. Users' ticket capacity limits can also be bulk updated to make it easy to quickly update a group of users to one specific value.
To help decide a reasonable ticket capacity limit, the user's current ticket load is shown.
Team filter & search
Bulk updating ticket capacity limits for multiple users
What do the capacity limit numbers mean?
No number: Unlimited tickets can be automatically assigned to this user
Number is greater than 0: When the user is the owner of more open tickets than their set capacity limit, they will no longer be automatically assigned new tickets from Help desk channels. They can still be manually assigned tickets via Ticket Owner changes and automatically assigned tickets via existing workflows.
Number is 0: This user is never automatically assigned tickets, but can be manually assigned tickets via Ticket Owner changes or assigned via existing workflows.
User record pages
Admins can also review and change individual ticket capacity on the user record by navigating to Settings > Users & Teams and clicking on a service seated user in the list. Once on the user record, Admins can navigate to the Routing subtab (previously Skills) and the new Capacity Limits subtab. If the user has a service seat, then the Admin can change the capacity limits for that user. If the user does not have a service seat, this section will be unavailable until the user is granted a service seat.
To help Admins determine the right capacity number, the user's current ticket load is also displayed on this page.
Note: With this change, user skills can now be found under the Routing subtab of the User Record page.
Seeing capacity limits in Help desk
Service agents will know that they are above their ticket capacity by expanding their view list and looking where they would normally set their availability status.
Equally, when manually assigning to another agent, a user can see if the target agent is currently at their max capacity for tickets. It is still possible to manually assign to an overcapacity agent.
Setting the behavior of the Live Chat widget when all Help desk agents are at full capacity
When all available agents are at full capacity, the Live Chat widget can display a special message letting customers know that they may have longer wait times. There are also options to not have special messaging or to hide the Live Chat widget when all agents are at capacity.
This setting can be changed in Help Desk Settings > Channels > Live Chat > Availability.
Customer experience
Feedback
To provide feedback on this feature, please reach out to helpdeskfeedback@hubspot.com or schedule a meeting with us.
Important Notes
This feature is only available in Help desk and for Help desk tickets. Inbox-associated tickets are ignored.
This feature is only available to service seated users at Service Hub Enterprise. Users without a service seat cannot have ticket capacity limits, and their capacity status will not show in Help desk.
What counts towards a user's ticket capacity? Ticket capacity is defined as any Help desk ticket that is in an open pipeline status where the user is the Ticket Owner. Tickets assigned to the user with an associated inbox conversation do not count towards ticket capacity.
Who gets it?
Service Enterprise
You can find this beta under Settings > Product updates > All product updates.
Hello! My name is Hallie, and I'm a Program Manager on our CXM Team. This is being marked as 'Delivered' because this is now available for Service Hub Enterprise users, as outlined in this KB. 🙂
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