Omnichannel Waitlist

What it is

Omnichannel Waitlist holds and prioritizes tickets when your team is at capacity, then assigns them as agents free up. Instead of sending new tickets to Unassigned, the help desk places them in a dedicated Waitlist view, ordered and monitored, and assigns them automatically based on priority and availability. This is in private beta for Service Hub Professional and Enterprise.

Why it matters

When every agent is busy, new tickets usually sit in Unassigned waiting for someone to notice and grab them, which slows first response and puts SLAs at risk. Automatic assignment by urgency as capacity opens up removes the manual queue-watching and keeps service levels steadier during high-volume stretches. For teams that spike unpredictably, this is the kind of routing that protects the customer experience without adding a coordinator.