Smart Lead & Ticket Routing walkthrough
A full walkthrough of the Round Robin Assignment action, showing how it skips users who are away, out of office, or outside working hours.
Smart Lead Ticket Routing
On Marketplace
Lead Routing
Ticket Routing
Round Robin Action that skips unavailable users
WHAT'S IN THE BOX
Three things Smart Lead & Ticket Routing does that native HubSpot can't
ROUND ROBIN
Context-aware rotation
Picks the next eligible owner from a pool you define, in the order you set, and returns the chosen user as a workflow output. Drops straight into any lead or ticket workflow - no separate routing engine to bolt on.
Round robin patterns that hold up in production → AVAILABILITYSkip reps who aren't ready
Uses HubSpot's own signals - User Status, Out of Office, working hours - to skip anyone who shouldn't get the lead right now. Each criterion has Is/Is NOT variants and ORs together, so you can express rules like 'available OR currently in working hours'.
Read the OOO routing guide → TEAM SCOPINGScoped pools and fallbacks
Narrow the rotation to a HubSpot team (APAC sales, EMEA support) before the availability logic runs. If nobody matches, return a predefined fallback user, return nothing, or fail the action - your call.
Visualise team availability →WHY ROUTE THIS WAY
What native Rotate Owner doesn't know
HubSpot's built-in Rotate Owner picks the next user in a list and writes the owner straight to the record. It has no idea whether that user is on holiday, marked Away, or three hours past the end of their working day. By the time someone notices, the lead's been sat in a stranger's queue for the weekend and the SLA is already broken.
- Leads land with reps who are on holiday and won't see them for a week
- APAC enquiries get rotated to EMEA reps at 2am because timezone working hours are ignored
- There's no fallback when the whole pool is unavailable - the lead just lands somewhere
- Branching on 'no available rep' isn't possible because the action writes the owner directly
- Team membership changes in HubSpot don't propagate without manually editing every workflow
ROUND ROBIN ACTION
An action that picks the right user, then hands the choice back
Round Robin Assignment lives as a workflow action you drop into any lead or ticket flow. It picks the next eligible user from the pool you define and returns the chosen user as a workflow output - not a write to the record. Branch on the result, validate it, push it to a separate Edit Record action, or pass it downstream to your routing audit log. You stay in control of what actually gets written.
- Drops into Contact, Company, Deal, and Ticket workflows with no separate routing engine
- Returns the chosen user as a workflow output, so permissions on the Edit Record action stay narrow
- Rotation order can be true round robin, weighted, or filtered to a specific HubSpot team
- Survives workflow re-enrollments cleanly because the rotation state is held in the action, not on the record
AVAILABILITY AND FALLBACKS
Skip rules in HubSpot's own signals, fallback when the pool empties
Availability rules read straight from HubSpot - User Status (Available / Away), Out of Office events, and per-user working hours in each user's local timezone. Each criterion has Is and Is NOT variants and ORs together, so you can express rules like 'available OR currently in working hours' rather than chaining workflow branches. Team scoping runs first to narrow the pool; if nobody qualifies you choose what happens next.
- User Status, Out of Office, and working hours sourced directly from HubSpot - no external schedule to sync
- Working hours are evaluated in each user's local timezone so APAC and EMEA pools behave correctly
- Team Selection auto-syncs as users join or leave teams in HubSpot - rotation pools stay current
- Empty-pool fallback can return a predefined user, return nothing for the workflow to handle, or fail the action
In Action
Videos
What our users are saying
out of office workflows
Excellent support and perfectly fills Service Hub gaps - excited to see future development
A great app that bridges some gaps for Service Hub
What do you like?
Excellent and personal support
What do you dislike?
Nothing in particular, happy to see how it develops
Smart Lead Ticket Routing
Round Robin Action that skips unavailable users
Pricing
Free
Use all actions, up to 50 executions a month.
Free
Forever
What's included
50 Executions
Enterprise
Unlimited Executions
$50
per month
What's included
Unlimited Executions
Frequently asked questions
HubSpot's Rotate Owner picks the next user from a list and writes the owner directly to the record. It doesn't know if that user is on holiday, marked Away, or outside their working hours, so leads can land with someone who can't action them. Smart Lead & Ticket Routing's Round Robin action checks HubSpot's User Status, Out of Office settings, and working hours before picking a user, and returns the chosen owner as a workflow output rather than writing it directly. That keeps permissions narrow and lets you branch on the result, validate it, or pass it to a separate Edit record action.
Built by Jack & Tikita
Small team, deep HubSpot context.
Smart Lead Ticket Routing is built by the same small team writing the docs, answering the support threads, and shipping the HubSpot apps behind Daeda.
