Assigned Teams Are Now Editable in Help Desk

What is it?

You can now edit a ticket’s Assigned Teams directly in the Help Desk workspace. This gives you more control over which teams are responsible for a ticket and where that ticket appears across team views and Spaces.

Assigned Teams can now be changed:

• From the About this ticket panel
• Inline from Help Desk table views
• Through workflows by using Rotate record to owner → Team only (not via Edit Record)

Only teams with at least one main team member with a Service seat will appear as options.

This update brings Assigned Teams in line with other core ticket properties, making it easier to keep ownership, visibility, and team workflows aligned as tickets move through your support process.

Why does it matter?

Assigned Teams determine where a ticket appears in Spaces, which views see the ticket, and which teams are expected to take action. Previously, this value could only be set automatically through routing. That meant:

• Tickets could appear in the wrong Spaces
• Ownership and team visibility could fall out of sync
• Admins had little ability to correct or reassign responsibility

With Assigned Teams now editable, you can:

• Correct misrouted tickets
• Reassign work between teams as priorities shift
• Ensure tickets appear in the right Spaces for visibility and collaboration
• Keep team workflows aligned as you scale

This gives support managers more flexibility and more confidence in how tickets flow through teams.

How does it work?

1. Edit Assigned Teams directly from the ticket

You’ll now see an Assigned Teams dropdown under Ticket owner.

From here, you can:

• Add one or multiple teams
• Remove teams
• Update the ticket so it appears in the correct Spaces

Only teams with at least one main team member who has a Service Hub seat will appear.

2. Edit Assigned Teams inline from Help Desk views

Add the Assigned Teams column to any Help Desk table view and click directly into it to make changes. The same team list and rules apply.

3. Updating Assigned Teams may update the Ticket Owner

When Assigned Teams changes, HubSpot checks whether the current Ticket Owner is still a main team member of at least one of the selected teams:

• If they are still a main team member → Ticket Owner stays the same.
• If they are not a main team member of any selected team → Ticket Owner becomes No owner.
• If the ticket has no Ticket Owner, Assigned Teams can be changed and the Ticket Owner will remain No Owner.

This ensures that ownership remains consistent with the team(s) responsible for the ticket and prevents tickets from being assigned to someone outside the selected teams.

4. Assigned Teams control where tickets appear in Spaces

Because Spaces are team-based, a ticket will only show in the Spaces for the teams listed in Assigned Teams.

This means:

• Adding a team → the ticket becomes visible in that team’s Space
• Removing a team → the ticket disappears from that Space
• Changing ownership can also shift Spaces visibility when Ticket Owner → Assigned Teams logic applies

This reinforces Spaces as the source of truth for team visibility and ticket management.

5. How to set Assigned Teams in ticket-based workflows

Assigned Teams can be changed using:

• The Edit Record action
• The new beta action for Rotate record to owner in a ticket-based workflow with the new Team only routing option

6. Routing and Team Assignment

If you use automatic assignment through routing rules:

• Assigned Teams are set based on the selected teams in the rule
• If assignment resolves to a user, Assigned Teams reflect the teams that user is a main team member of (among the teams targeted)
• If assignment does not resolve, Assigned Teams still reflect the target teams so the ticket appears in the right Spaces

With Assigned Teams now editable, you can correct or adjust these outcomes manually whenever needed.

Who gets it?

Service Hub Professional, Service Hub Enterprise