Ticket Auto-Assignment to First Responder (HubSpot Workflow)

Goal

Automatically assign ticket owner when:

Ticket status = New
Ticket owner = Unknown
An eligible support agent replies first

The responding agent becomes the ticket owner..

Workflow Configuration

Enrollment Triggers

Ticket-based workflow

Conditions:

Ticket Status = New
Ticket owner is unknown
Last activity date is known

Re-enrollment

Enable:

Last activity date

Reason:
Every reply/note/email updates this property → triggers workflow

Manage Agent Eligibility for Auto Ticket Assignment

When to update

Only when:

new support agent joins
someone leaves support

Rare change → low maintenance

Hubspot Property Details

Object

User

Label

First responder auto-assign enabled

Internal Name

first_responder_auto_assign_enabled

Field Type

Single checkbox (Yes/No)

Add a New Support Agent

Go to Settings → Users & Teams

Click the name of the agent to open the record
Click the far right "Prefrences" tab
In left nav click "Custom user properties"
Click "User Information" to open it
Under "First responder auto-assign enabled"
Choose Yes
This will auto save

Done. The agent is now eligible for auto-assignment.

Remove an Agent