Automate Ticket Allocation based on Sum of Custom Field

[KMavraki]

Hi, we use tickets to book in future activities.  I have a custom field that approximates the time to complete a ticket, 'Workload, and a 'Due Date' field to set the deadline. We used to use Close Date, but this didn't really work for us as at times tickets are completed early or delayed outside of our control etc, it confused matters.

Anyway, I report on a daily basis the sum Workload across my support team which gives me a view of the spread of work across the team. At the minute I task one of the team to allocate incoming tickets and try and keep Workloads balanced. This is quite an onerous task though and ultimately seems unnecessary.

I've been trying to write a workflow that will recognise a new ticket, establish the date its due and then assign it to the team member with the lowest Workload on that day. I can't get this to work, in particular, I can't find a way to make a decision based on the sum of the day's workload.

Does anyone have a similar issue? How have you gotten around it?

It seems like a fairly sensible option, I'm surprised this doesn't exist in some form. I cant seem to even make it work based on assigning to the user with the least tickets due on that day.

[karstenkoehler · Accepted solution]

Hi @KMavraki,

HubSpot currently doesn't have a specific feature for this. This would require custom development, either via the HubSpot API or with custom code in workflows, available in Operations Hub Professional. A starting point could be this script for weighted lead rotation.

As far as I know, out of the box it's not possible to assign or rotate tickets based on the user's workload.

Hope this helps!