Use native ticket routing when it covers the requirement
Qualifying Service Hub plans include availability-aware ticket assignment. Start there when the work is ticket-only and the native behaviour fits your process.
Availability-aware routing · Smart Lead & Ticket Routing
Route HubSpot records around unavailable owners
HubSpot can store the availability signals. Smart Lead & Ticket Routing applies them inside contact, company, deal, and ticket workflows, then returns an owner or the fallback result you chose.
Sales, service, and RevOps teams that need a clear answer when the next owner is away, out of office, outside working hours, or part of an unavailable team.
| Decision point | Native/default path | Daeda path |
|---|---|---|
| Ticket availability | Available on qualifying Service Hub plans | Available as a workflow action |
| Contacts, companies, deals | Depends on the workflow action used | Availability-aware round robin |
| Empty candidate pool | Depends on native configuration | Three explicit fallback outcomes |
| Owner output | Standard rotation writes the owner | Return, branch, validate, or update |
Activation checklist
Plan the routing decision before building the workflow
Complete these six decisions to avoid an unexplained owner or an unhandled empty pool.
0 of 6 complete
Use a workflow action for other objects and explicit outcomes
Smart Lead & Ticket Routing reads HubSpot's User Status, Out of Office, and working-hours signals across supported workflow objects. When nobody qualifies, return no owner, use a predefined fallback, or fail the action for the workflow to handle.
Frequently asked questions
Yes, on qualifying Service Hub plans. Smart Lead & Ticket Routing is useful for other workflow objects, explicit fallback outcomes, or output-first routing.
