Skip to content
Daeda Daeda Docs

Smart Lead & Ticket Routing

Smart Lead & Ticket Routing handles the assignment logic HubSpot’s native Rotate Owner can’t.

Advanced Routing distributes records with reusable profiles: weighted shares for users or HubSpot teams, territory and rule-based routing, capacity limits, availability checks and automatic reassignment when a rep doesn’t respond. Round Robin Assignment picks the next eligible owner from a pool of users or teams and skips anyone who is unavailable based on HubSpot’s own availability, out-of-office and working-hours signals. Check Availability and Wait Until Available add current-status checks and availability-based waits to your lead and ticket workflows.

What it does

Section titled “What it does”
  • Advanced Routing assigns weighted shares to users or teams, applies routing rules and capacity limits, reassigns records when reps don’t respond, and reports distribution per workflow action.
  • Round Robin Action chooses the next eligible owner from a rotation of users or teams, and either returns the owner or writes it to the record.
  • Check Availability checks a person, team, or owner from the enrolled record and returns the current result for workflow branching.
  • Wait Until Available pauses until a selected person, team member, or current record owner meets your conditions, with a maximum wait and separate timeout and failure outcomes.
  • Out of Office Actions add, clear or read a user’s out-of-office schedule from a workflow.

Advanced Routing features

Section titled “Advanced Routing features”
  • Weighted shares. Give reps relative weights, such as 3:2:1, and the app keeps actual assignments close to those targets over time.
  • Team pools. Route to HubSpot teams. Current members join automatically, so joiners and leavers don’t need a profile change.
  • Territory and rule-based routing. Send records to different people based on their properties, such as country, postcode prefix, lead source or deal amount. The first matching rule wins, and everyone else takes unmatched records.
  • Capacity limits. Cap each rep’s open records and new assignments per 24 hours or 7 days, with per-rep and per-team overrides.
  • Reassignment when a rep doesn’t respond. If no activity is logged within a set time, the record moves to the next eligible rep, up to five times. Manual owner changes are never overwritten.
  • Availability-aware. Skip reps who are away, out of office or outside working hours, and let them catch up on their share when they return.
  • Monitoring. Compare target and actual shares, inspect every routing decision, and track reassignment checks in the app’s Settings.

Try these settings with sample reps and records in the Smart Lead Simulator, which runs the same routing engine.

Round Robin features

Section titled “Round Robin features”
  • Round Robin Assignment action. Picks the next eligible owner from a selected pool of users, in the order you chose them, or from one or more HubSpot teams.
  • Availability checks. Uses HubSpot’s own User Status (“Available” / “Away” - the same status shown in the Conversations inbox).
  • Out-of-office handling. Uses HubSpot’s per-user Out of Office settings (holidays and vacations configured in Settings > Users and Teams).
  • Working-hours awareness. Uses HubSpot’s per-user working hours so you can route only to users whose workday is currently active.
  • Flexible inclusion logic. Each criterion has both “Is” and “Is NOT” variants (e.g. “Is available” / “Is NOT available”). Combine them with OR to include users who match any criterion, or with AND to require all of them.
  • Fallback behaviour. If no users in the pool match the criteria, you can return or assign a predefined fallback user, return nothing, or fail the action.
  • Output or direct update. The Action Outputs version returns the chosen user ID so you can branch on it or pass it to an Edit record step, keeping permissions narrow. The Direct Update version writes the owner to the record for you.

When to use it

Section titled “When to use it”

Reach for Smart Lead & Ticket Routing when HubSpot’s built-in Rotate Owner stops being good enough. Common triggers:

  • Leads landing with out-of-office reps. Your rotation doesn’t know Emily is on holiday, so deals get assigned to her and sit cold for a week.
  • Global timezones. A lead from Singapore lands with a US-only rep at 3am their time and goes cold before the rep is awake. Route only to users whose working hours are currently active.
  • Status-aware routing. Skip anyone marked Away in HubSpot’s inbox and only route to users who are currently Available.
  • Team-scoped rotations. Run the rotation within a specific HubSpot team (e.g. APAC sales, EMEA support) rather than across all users.
  • Territories. Send UK leads to the EMEA team and West Coast ZIP codes to a different rep, without a workflow branch per region.
  • Overloaded reps. Stop assigning to a rep who already has 30 open deals, or has had 10 new leads today.
  • Leads that go untouched. If the assigned rep hasn’t logged a call or email within an hour, move the lead to someone who will.
  • Unequal shares. Senior reps take more leads than new starters, and the split stays accurate over time.

For simple throttling, meeting pauses, shared rate limits, or generic workflow plumbing, the separate Daeda Throttle app is the right tool. Smart Lead & Ticket Routing is specifically focused on the assignment problem.

The simple Round Robin action does not maintain a weighted assignment balance. Advanced Routing maintains its own balance for each workflow action and reports target versus actual distribution.

Pricing and install

Section titled “Pricing and install”

Smart Lead & Ticket Routing is a paid HubSpot Marketplace app. Install from the HubSpot Marketplace and follow the Setup Guide to add routing and availability actions to your lead or ticket workflows.

See the Actions overview to choose between Advanced Routing, Round Robin, Check Availability, Wait Until Available and the out of office actions, with setup and output guidance for each.

Section titled “Related”