Here’s how you can set up Smart Ticket Rotation in HubSpot

This smart ticket rotation HubSpot workflow is particularly useful for customer service or support teams that operate using a ticketing system. The process typically starts when a customer raises an issue or concern, and a qualified professional is assigned to resolve it.

Now, if you're offering support across multiple product or service lines, it's essential to make sure customer tickets are assigned to the right expert. Another important factor is workload. If multiple reps are supporting the same product, it’s only fair to balance their workloads. And finally, high-intent or urgent tickets should go to high-performing reps who are more likely to resolve them efficiently.

Workflow Overview

The smart ticket rotation workflow ensures:

• Tickets are assigned to reps with lighter workloads.
• High-performing reps get priority for high-paying customers.
• Tickets are matched with reps based on industry expertise.

Steps to Set Up the Workflow

1️. Create Custom Properties for Smart Assignment

Go to Settings > Properties and create the following custom properties:

• Current Workload (Number field) – Tracks how many active tickets each rep is currently handling.
• Conversion Rate (Calculated field) – Measures the number of successful tickets resolved vs. total assigned, showing each rep’s success rate.
• Industry Expertise (Dropdown) – Lists the industries each rep specializes in, ensuring that tickets are matched with reps from the same domain.

Now that your reps are segmented, it's time to apply similar logic to your customer queries.

2️. Set Up Lead/Ticket Scoring

Unlike traditional sales leads, support tickets come from existing customers who are facing issues. So, you can’t segment them based on their stage in the sales funnel.

Instead, segment them based on:

• Their subscription plan
• Products they've purchased
• The nature of their issue

Here’s how the logic works:

A new ticket enters your system,  maybe via form, chat, or email.

Step 1: Identify the customer’s product or service for which they have raised a concern (Dropdown Field).

Step 2: Match them with a rep who understands that space. Your SaaS customer doesn’t want to be talking to someone who only handles e-commerce.

Step 3: Check workloads (Number Field, remember?). Who’s got the lightest plate? Assign the ticket to them.

Step 4: Tie-breaker? Go with the rep who has the better conversion rate (Calculated Field).

Trigger & Branching Logic Summary

Trigger: A new ticket is created (via form, chat, or chatbot).

Check: Product or service line of the ticket to match it later with the sales rep's industry.

Check: Rep workload – who has the fewest open tickets? As this ensures that the ticket gets resolved sooner.

Tie-breaker: Rep with higher conversion rate

Final Action: Assign the ticket and notify the rep via email and Slack

4️ Automate Workload Updates

When a rep gets assigned a ticket, increase their Current Workload by +1.

Once the ticket is resolved, decrease Current Workload by -1.