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

Outcome. A 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 map Enrollment, branches and actions at a glance tickets-sla-027

flowchart TD
    A[Ticket created, queue known] --> B{Ticket queue value?}
    B -->|billing| C[Rotate to Billing rotation - active]
    B -->|technical| D[Rotate to Technical rotation - active]
    B -->|general| E[Rotate to General rotation - active]
    B -->|blank/unknown| F[Notify support ops, add to Needs manual triage]
    C --> G{Owner still blank after rotation?}
    D --> G
    E --> G
    G -->|yes, pool was empty| H[Alert escalation contact, add to Needs manual triage]
    G -->|no, assigned normally| I[End]

When to use it, when not to

• UseUse 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.
• UseUse 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).
• SkipDo 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.
• SkipDo 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.