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HubSpot routing to assignment workflows: close the unassigned gap | Shipped May 2026
You leave new tickets unassigned on purpose so a workflow can route them, and then a rep grabs one first and your routing logic never runs.
HubSpot's "Use assignment workflow" option sends new tickets and conversations straight into a workflow that makes the assignment decision. Here's where to set it in Help Desk and Inbox, which workflow type each needs, and the seat rules that can still leave a ticket without an owner.
Who it's for: service ops admins and support leads on Service Hub Professional or Enterprise who route tickets or conversations by language, tier, skill, or time of day…
The skinny
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