Hello HubSpot Team,
I’m having a issue around ticket reallocation. I observe round robin is not distributing tickets evenly, and I’ve triage it, still don’t know why that is happening, can I get a help please !
Hi @Temmylharw,
Could you please share a few more details? How exactly have you set up round robin - via the “Rotate record” action in a ticket-based workflow?
Keep the following in mind:
- It is not a true round robin. An owner can receive two tickets in a row, however it should balance over time.
- If you have multiple rotate record actions, they don’t consider each other. Each one is running its own balance.
Best regards
Hi @Temmylharw, A few common causes for uneven ticket round robin distribution worth checking:
-
Rotation vs. Load Balanced logic — Round Robin assigns tickets in a strict rotating sequence, while Load Balanced assigns based on who currently has the fewest open tickets, if reps are closing tickets at different rates, pure round robin can look uneven over time even though it’s technically rotating correctly. Load Balanced might actually be what you want instead.
-
Availability toggles — if any rep had their availability turned off at some point (vacation, sick day, etc.), the rotation only skips members whose availability switch is off, and when they’re re-added, distribution should even out going forward but if that toggle wasn’t reset correctly, it can throw off the sequence.
-
Manual reassignment or re-enrollment — if tickets are being manually reassigned outside the workflow, or the same ticket is re-triggering the rotation workflow more than once, that skews the count without the rotation logic itself being broken.
Could you confirm: are you using the native Round Robin distribution option in ticket assignment workflows, or Load Balanced? That’ll help narrow down whether this is expected behavior or an actual bug worth escalating to HubSpot Support.