Here is how to edit a form channel's settings in hubspot
- First, click on the "Inbox & Help Desk" dropdown in the settings left sidebar menu
- Then click on "Help Desk" option in the expanded menu
- Click on "Channels" link in the Help Desk settings section
- Next, hover over the form channel you want to edit and click "Edit"
- Click "Set ticket properties for this channel" link to customize ticket settings
- Then edit the pipeline and ticket properties and add another ticket property if necessary
- Click the "Done" button to save
- Click "Save" button at the bottom of the page to apply changes
- If you want to set up skill-based routing, click "Add routing rules"
- Click the "Contact owner" dropdown in the ticket assignment section
- Choose whether tickets go to a specific team, Contact owner, or an unassigned queue
- Next you can disable auto assignment based on agent availability, uncheck "Assign to available users only"
