Hey, folx - updating this group with what is now available to resolve most of the concerns in this thread. Note all of these require Service Hub Pro+ subscription.
- Private Beta: New Rotate Owner action for ticket-based workflows that takes user availability and capacity into account and allows for more routing options than the original action
- Public Beta: Round robin distribution in all ticket-based routing options, including the new Rotate Owner action
- Live: Team-only routing so that you can route to a team without assigning a ticket owner
- Live: Ticket Capacity Limits per user to keep agents focused and reduce overwhelm (exclusive to Help desk; Service Hub Enterprise only)