Reassigning a Ticket in HubSpot

When to Reassign a Ticket in HubSpot

• The ticket was assigned to the wrong team or consultant.
• The issue belongs to a different support category (e.g., Cars, CX, Terminations, RMT, MSM or PPO and etc.).
• The ticket arrived in the wrong mailbox and should be handled by another support queue.
• The current owner is unavailable (leave, out of office, workload balancing).

Before Reassigning a Ticket Always verify if:

✅ Correct Category
✅ Correct Mailbox
✅ Correct Pipeline and Status
✅ Notes and ticket history are updated
✅ New owner/team has all required information

How to Re-assign Ticket in HubSpot

1. Open the ticket in Service > Help Desk or Tickets.
2. Review the ticket details and customer communication.
3. Confirm the Category field is correct.
4. If incorrect, update the category before reassigning.
5. Verify the ticket is associated with the correct Mailbox/Inbox.
6. If not, move or route the ticket to the appropriate mailbox according to your team's process.
7. Click the Ticket Owner or Owner dropdown.
8. Select the correct consultant or team.
9. Add an internal note explaining the reason for reassignment – If Applicable.
10. Save the changes.

Before clicking Save, ensure:

Example

Scenario: CX Team was mentioned in the “Add Comment” section, but Ticket#263835715035 remained assigned to the Reimbursements mailbox.

Correct process: Instead of mentioning the team required to action the request in the comments, the ticket should be reassigned to the appropriate mailbox or split into a new ticket where required.

Steps on how to reassign ticket:

Step 1. Open Ticket

Step 2. Update “Ticket owner”

Step 3. Update “Mailbox”

Step 4. Update the Category

Step 5. Save

This ensures the ticket reaches the correct team and reporting remains accurate.

Please also note that if tickets are misrouted, completion will not be credited back to the original owner.

If further assistance is required, please don’t hesitate to reach out. 😊