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Smart Lead & Ticket Routing - Setup Guide

This guide walks you through installing Smart Lead & Ticket Routing from the HubSpot Marketplace.

Prerequisites

Section titled “Prerequisites”
  • A HubSpot account with admin access

Step 1: Find the App in the Marketplace

Section titled “Step 1: Find the App in the Marketplace”

Navigate to the Smart Lead & Ticket Routing listing in the HubSpot App Marketplace.

Step 1 - Marketplace Page

Step 2: Click Install

Section titled “Step 2: Click Install”

Click the orange Install button on the left sidebar.

Step 2 - Click Install

Step 3: Review Permissions

Section titled “Step 3: Review Permissions”

A modal will appear showing the permissions required by the app:

  • Manage and view your account settings
  • Workflows
  • Basic HubSpot account information

Step 3 - OAuth Connect

Step 4: Authorize the Connection

Section titled “Step 4: Authorize the Connection”

Review the permissions, check the box to agree to the terms and privacy policy, then click Connect app.

Step 4 - Click Connect

Step 5: Installation Complete

Section titled “Step 5: Installation Complete”

You’ll see a confirmation that Smart Lead & Ticket Routing has been installed successfully.

Step 5 - Complete

Click Explore app overview to configure the app, or Close to finish.

Enable Direct Update permissions

Section titled “Enable Direct Update permissions”

The app installs with narrow permissions. Some features need extra permissions to read and write your CRM records:

FeatureNeeds Direct Update permissions
Round Robin Assignment (Direct Update)Yes
Advanced Routing in direct-update modeYes
Advanced Routing routing rules, open-record limits and follow-up reassignmentYes, even in output mode
Advanced Routing weights, teams, availability checks and new-assignment limits in output modeNo
Round Robin Assignment (Action Outputs), Check Availability, Wait Until Available and the out of office actionsNo

To enable them:

  1. Open Smart Lead & Ticket Routing’s app settings in HubSpot and select the Settings tab.
  2. Find the Round Robin Direct Update tile. The same permissions cover Advanced Routing.
  3. Choose Connect Direct Update permissions and approve the additional permissions.
  4. Return to the settings page and choose Refresh permissions. The tile shows Enabled when it is ready.

If your HubSpot account uses app approval, a super admin must approve the data permissions first. Choose Open app approvals, find Smart Lead & Ticket Routing for Workflows, select Manage access, then Data Permissions. Enable all of the conditionally required permissions, save, then connect Direct Update permissions from the settings page.

Direct Update covers contacts, companies, deals, quotes and tickets. Leads, custom objects and commerce objects need additional optional permissions.

Without these permissions, the affected actions fail with a message asking you to enable them in Settings.

Next Steps

Section titled “Next Steps”

Now that Smart Lead & Ticket Routing is installed, you can start using its workflow actions:

  • Advanced Routing - Create and publish a routing profile in Settings with weights, teams, routing rules, capacity limits and reassignment, then select it in a workflow to return or directly update an owner
  • Round Robin Action - Context-aware round robin across users or teams that skips unavailable users
  • Check Availability - Check a person, team, or record owner’s current status and branch on the result
  • Wait Until Available - Pause for selected users, team members, or the current record owner, with a maximum wait and outcome branches
  • Out of Office Actions - Add, clear or read a user’s out-of-office schedule from a workflow

Use the Actions overview to choose the right action. Each guide includes configuration steps and explains how to use its outputs in the next workflow step.

Section titled “Related”