Round robin assignment

What this guide covers#

Round robin assignment distributes new tickets across eligible teammates. Use it when the team wants new work assigned automatically instead of manually triaging every ticket owner.

Configure it in Settings > Automations > Round Robin Assign Tickets.

Use round robin when ownership should rotate across eligible teammates. If ownership should depend on the content of the ticket, use AI Triage assignment instead. See Automations vs AI triage.

Assignment modes#

Letterbook supports four modes:

Role-based assignment currently supports Agents only and Admins only.

Set it up#

1. Go to Settings > Automations.
2. In Round Robin Assign Tickets, choose an assignment mode.
3. If you choose a role, select the role.
4. If you choose specific people, select each eligible teammate.
5. Save.

When to use each mode#

Use Everyone on the team for small support teams where every teammate handles the same kind of work.

Use Everyone of a role when admins should stay out of normal support rotation or when only admins should receive a certain workflow.

Use Specific people when a subset of the team owns frontline support, a launch queue, a dedicated customer segment, or a staffed shift.

Disable round robin when tickets should be assigned by manual triage or by a more specific AI triage rule.

Operating guidance#

• Keep team roles current before relying on role-based assignment.
• Remove teammates from the eligible set when they should not receive new work.
• Use labels and AI triage for specialization. Round robin is best for distributing ownership, not deciding topic expertise.
• Test the first few new tickets after changing eligibility.

Related guides#

• Automations overview
• Automations vs AI triage
• Auto label tickets
• Triage and assignment
• Invite your team