Many companies today use HubSpot not only as a CRM and marketing automation platform, but also as a central platform for customer support. As support operations become more complex, standard assignment rules are often no longer enough.
To address this, HubSpot is introducing a new Help Desk routing option called “Use assignment workflow.”
This new functionality allows incoming tickets to be routed directly into a workflow that manages the assignment logic, making workflows the central place where routing decisions happen.
Until now, teams with more advanced routing requirements often had to rely on workarounds such as:
This update simplifies those processes and provides a clearer structure for handling ticket assignment.
Using workflows for routing makes it easier to support more advanced support scenarios such as:
Because workflows already support advanced conditions, branching, and automation, support teams can now centralize complex routing decisions in one place.
Inside Help Desk or Chatflows settings, users can now select:
Automatically assign → Use assignment workflow
Once configured, all incoming tickets from that channel are enrolled into the selected workflow, which becomes the source of truth for assignment.
The workflow must contain an assignment action, such as:
Assignment behavior remains visible through workflow logs and assignment details, maintaining transparency over how routing decisions are made.
A few things to keep in mind:
The feature is currently available as a public beta and is scheduled for general release in June 2026.
It is available for: