Assigning Help Desk tickets to user

[cclark2]

Hello,

Is there a way that in Help Desk when assigning tickets that I can only show 4 Hubspot users to pick from? Right now we have it to where all users can be assigned but we only need 4 users to choose from.

[d-lupo · Accepted solution]

Hi @cclark2,

Short answer: No, there is currently no built‑in setting in HubSpot Help Desk that lets you restrict the "Ticket Owner" dropdown to only 4 specific users. The owner field is an owner‑type property that always shows all eligible users by design, and HubSpot does not expose an option to limit the visible options in that dropdown.

You can control who can be assigned via channel automation or routing rules (Service‑seat assignment needed) but that still doesn't hide other users from the manual‑assignment dropdown.

Did my post resolve your question? If so, please consider marking it as the accepted solution to help others in the community.

Kind regards
Dennis

[cclark2]

Hello,

I attached a screenshot of the issue essentially we just need the help desk for the only user to be shown in this drop down other users will not be ticket owner.

[STierney]

Hey @cclark2 - thanks for posting in the Community!

I'd like to highlight this knowledge base article, which outlines the parameters by which users will be assigned tickets in the Help Desk! 

To automatically route tickets to a specific user, they must meet the following conditions:

-The user must have an assigned Service seat. If the user doesn’t have access to a Service seat, you cannot include them in your routing rules.
-Users must have access to tickets to access them in help desk. Learn how to enable access to tickets for your users.
-If you select specific teams in your routing rules, incoming conversations can only be automatically routed to main team members.

Do the additional users still require access to tickets in the Help Desk? Or can we remove that permission entirely?

Shane, Senior Community Moderator

[cclark2]

Some would still need view access only to the Help desk. This was my original thought to remove the permission but some would still need it. We just don't want them to be able to be selected as a ticket owner in Hubspot.

[STierney]

Hey @cclark2 - thanks for following up here!

What if we assigned them as extra team members, rather than main team members? This would make them ineligible to receive any ticket assignments.

I'd also like to tag in some Community experts here to see what they may recommend! @karstenkoehler, @ChrisoKlepke, and @BukunmiOdetayo - any thoughts on best practices for this setup?

Shane, Senior Community Moderator