Smart Lead & Ticket Routing
Choose owners using HubSpot’s availability signals, working hours and teams. Set the routing rules and decide what happens when nobody qualifies.
50 workflow-action executions every month on the free plan.
On HubSpot Marketplace · 60+ installs
One example, from start to finish
You want the next lead to go to an eligible member of the sales team, without manually changing the rotation whenever someone takes leave.
The routing decision follows the rule you chose. The workflow keeps control of what happens next.
Add Round Robin Assignment to the workflow and select the sales team.
For this example, use the “Is NOT out of office” rule. The rep with an active OOO setting is excluded from the eligible pool.
Return the next eligible owner, then use the output in an Edit record action or a branch.
Choose a fallback in advance: a designated user, no owner, or an action failure for the workflow to handle.
Control 1 of 3
Use the availability data your team already maintains in HubSpot: Available or Away status, Out of Office, and working hours. Choose the signals that fit this rotation instead of keeping a separate schedule.
Read the availability guideControl 2 of 3
Scope a rotation to the people or HubSpot teams that should handle the work. Use separate pools for sales and service, or for different regions, without building a separate routing system.
See round-robin setupControl 3 of 3
An empty pool should be a decision you have already made. Return a designated user, return no owner for another branch to handle, or fail the action. Use the selected-owner output when you want to inspect the result before updating the record.
Explore routing optionsA clear fit, with clear boundaries
Use HubSpot's own signals, an explicit candidate pool and a fallback you have chosen. Test the result against real team availability before switching on a live rotation.
Use it when your workflow needs availability checks, a defined empty-pool outcome, or an owner output before the record is updated. If native HubSpot routing already meets those needs, you may not need another app.
Availability follows the rules and data configured in HubSpot; it is not a guarantee that someone will respond. Selected availability criteria use OR logic, so check which combinations qualify a user. A designated fallback may still be unavailable.
“Excellent support and a great app that bridges gaps for Service Hub.”
Pricing
The free plan includes 50 executions per month. Upgrade when you need unlimited routing volume.
For testing and low-volume teams
50 executions every month
Test real routing logic and run low-volume workflows without a time-limited trial.
For active sales, service, and RevOps teams
Unlimited executions
Remove the monthly cap while keeping the same routing configuration.
Usage is counted when a Smart Lead & Ticket Routing workflow action executes in the connected portal, not only when the workflow ultimately writes an owner.
Smart Lead & Ticket Routing
Start with a small rotation, check who qualifies, and test the fallback. Expand once the results match how your team works.
