Note

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  What is it?

  Users can now be fully functional members of multiple teams in HubSpot, with equal access to routing, workflows, and reporting across all assigned teams.

  Why does it matter?

  Previously, users assigned to more than one team could only be full members of a single 'main' team, leading to reduced capabilities and workflow friction for those working across regions or functions.

  The idea “Allow users to be ‘primary team members’ of more than one team” has collected 200+ upvotes, including 70+ replies and numerous comments over multiple years. This change removes artificial limitations, improving collaboration, ticket coverage, and reporting accuracy for organizations with flexible or matrixed team structures.

  This update also ensures predictable and transparent routing behavior. Previously, many customers did not realize that “extra” team members were excluded from assignment pools, leading to confusion or inequitable workload distribution. By making all team members fully functional, teams can now rely on routing rules and workflow logic behaving consistently.

  How does it work?

  The team model is now simplified with just two fields:

  Teams

  A user can belong to multiple teams, all of which offer full functionality — access to records, inclusion in reports, eligibility in routing rules, and participation in workflow rotation.

  When a team is used in routing rules - such as workflows' Rotate Owner, Help desk ticket assignment, or Meetings' round robin - every seated user on that team will now be eligible for assignment, not just seated main team members.

  Because the beta eliminates the “main” vs. “extra” distinction:

  If a team is referenced in a routing rule, all members of that team will begin receiving the assigned work.
  Customers should review their team memberships to make sure assignment behavior matches expectations.
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  Default Team

  A single team that determines record customization views and preset preferences like notification profiles and the default home page.

  When customers enroll in the beta:

  • Existing teams listed as “extra teams” are automatically added to the new Teams field.
  • The prior “primary team” becomes the user’s Default Team.
  • All functional differences between “main” and “extra” teams are removed.

   

• This makes it significantly easier to manage users who work across regions, queues, or functional groups.

  Note: Inbox users and teams-based automatic assignment is currently excluded from this update and will updated in the coming weeks.

  Who gets it?

  Professional Customer Platform, Enterprise Customer Platform