Ticket Capacity Limits in Service Hub Professional

What it is

Ticket capacity limits, which let admins set per-user limits on how many tickets are automatically assigned to each agent, are now available in Service Hub Professional. Capacity rules can reflect real workload rather than just open ticket counts, which prevents agents from looking overwhelmed when they have bandwidth or buried when they do not. This is live for Service Hub Professional and Service Hub Enterprise.

Why it matters

Tier-down updates like this one are quietly significant for Pro customers. Capacity management has been an Enterprise-only feature, and growing support teams on Professional have been making do with workarounds (rotating queues, manual reassignment, or just hoping the workload distributes evenly). Bringing this to Pro acknowledges that capacity management is not an Enterprise concern, it is a scaling concern, and teams hit the wall well before they hit Enterprise pricing.