More Predictable Routing Between Customer Agent and Skill-Based Routing

What it is

Help Desk routing has been made clearer by introducing a single primary assignment method for each channel. Customer Agent and skill-based routing can still work together, but through explicit, intentional handoffs rather than overlapping behavior. It is live for Service Hub Enterprise.

Why it matters

Previously, when Customer Agent and skill-based routing were both enabled on a channel, the outcome depended on timing rather than intent, which led to tickets bouncing between agents, unexpected reassignments after a successful handoff, and tickets briefly showing as unassigned. Naming one primary method per channel removes that ambiguity. If you run both on the same channel, this is the kind of fix that quietly stops a category of confusing tickets.