Ticket Capacity Limits are now available in Service Hub Pro, giving growing support teams a powerful way to control workload, protect agents from overload, and improve routing outcomes earlier in their scaling journey.
Admins can set per-user limits on how many tickets are automatically assigned — with flexible rules that reflect real work, not just open tickets.
As teams grow, relying on “open tickets” alone to manage workload breaks down quickly. Agents can appear overwhelmed even when they’re ready for more work, while others receive too much too fast.
With Ticket Capacity Limits in Pro, you can:
This brings healthier workload management to Pro teams — without waiting until Enterprise scale.
Ticket Capacity Limits in Service Hub Pro include:
Set how many tickets can be automatically assigned to each agent.
Apply different limits for Calling, Messaging, and Email/Other tickets to reflect different workloads.
Exclude tickets from capacity based on pipeline stage or ticket age, so inactive work doesn’t block new assignments.
Automatic assignment respects capacity, and agents can see when they’re at or near their limit.
When assigning tickets manually, you’ll see whether another agent is already at capacity.
Service Hub Professional, Service Hub Enterprise