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Exclude out-of-office reps from round-robin ticket assignment

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

10 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeA ticket routes only to reps actually working right now, instead of rotating a share of new tickets onto someone on leave who will not see them until they are back.
Workflow maptickets-sla-027
Ticket created, queue known leads to Ticket queue value?. Ticket queue value? leads to billing: Rotate to Billing rotation - active; technical: Rotate to Technical rotation - active; general: Rotate to General rotation - active; blank/unknown: Notify support ops, add to Needs manual triage. Rotate to Billing rotation - active leads to Owner still blank after rotation?. Rotate to Technical rotation - active leads to Owner still blank after rotation?. Rotate to General rotation - active leads to Owner still blank after rotation?. Owner still blank after rotation? leads to yes, pool was empty: Alert escalation contact, add to Needs manual triage; no, assigned normally: End. billing technical general blank/unknown yes, pool was empty no, assigned normally Ticket created, queue known Ticket queue value? Rotate to Billing rotation - active Rotate to Technical rotation - active Rotate to General rotation - active Notify support ops, add to Needs manual triage Owner still blank after rotation? Alert escalation contact, add to Needs manual triage End
Ticket created, queue known leads to Ticket queue value?. Ticket queue value? leads to billing: Rotate to Billing rotation - active; technical: Rotate to Technical rotation - active; general: Rotate to General rotation - active; blank/unknown: Notify support ops, add to Needs manual triage. Rotate to Billing rotation - active leads to Owner still blank after rotation?. Rotate to Technical rotation - active leads to Owner still blank after rotation?. Rotate to General rotation - active leads to Owner still blank after rotation?. Owner still blank after rotation? leads to yes, pool was empty: Alert escalation contact, add to Needs manual triage; no, assigned normally: End. blank/unknown yes, pool was empty no, assigned normally Ticket created, queue known Ticket queue value? billing Rotate to Billing rotation - active technical Rotate to Technical rotation - active general Rotate to General rotation - active Notify support ops, add to Needs manual triage Owner still blank after rotation? Alert escalation contact, add to Needs manual triage End

When to use it, when not to

Use it

  • Use it once tickets-sla-001's round-robin is live and out-of-office reps are a recurring, noticeable problem, not a rare edge case.
  • Use it as a process paired with a workflow, not a workflow alone; HubSpot has no native property exposing a user's out-of-office or calendar status to workflow branch logic, so keeping the rotation pool accurate is partly a maintenance discipline, not something this workflow can fully automate on its own (check in your portal: confirm no such native user-status property exists in your portal before assuming this limitation applies to you).
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Skip it

  • Do not use it expecting a fully automatic solution; if your team needs a truly automatic OOO exclusion tied to a calendar or HR system, that requires a webhook into an external source of truth (Data Hub Professional or higher), not native workflow branching.
  • Do not use it if the whole team is small enough that a manager manually reassigns during someone's leave anyway; the added Team-management overhead may not be worth it.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 10 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 8 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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